Reservations Agent

FORT HALL CASINO • Fort Hall, ID

8d • $13 - $17 • Hybrid

About The Position

Contributes to the efficient daily operation of Hotel – Front Desk activities by serving as the main PBX operator and handling inbound calls for reservations while promoting hotel services and ensuring maximum room revenues, in accordance with the established policies and procedures of the Shoshone-Bannock Casino Hotel. Maintains professionalism in all interactions with internal and external customers. This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Requirements

• High School Diploma or GED.
• One (1) year of customer service experience.
• A combination of relevant education and related work experience may be considered.
• Must be able to successfully pass a background screening / investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.
• Must obtain and maintain Hospitality and Customer Service training certifications.
• Must be able to submit supporting documentation of education and training to support qualifications.
• Pre-employment drug screen
• Personal reference check and employment verification
• Federal, State, and/or tribal criminal history backgrounds will be conducted

Nice To Haves

• Knowledge of Shoshone-Bannock Casino Hotel goals, objectives, functions, policies, and procedures.
• Knowledge of applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Knowledge of reservation systems.
• Knowledge of customer service standards.
• Skill in operating various word-processing, spreadsheets, and office software and industry-related applications.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in handling multiple tasks simultaneously.
• Skill in addressing customer problems.
• Skill in correct English usage, grammar, spelling, and punctuation.
• Skill in providing exceptional customer service.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to maintain confidentiality.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to analyze situations and adopt appropriate courses of action.
• Ability to establish and maintain professional relationships with the public and co-workers.
• Ability to make solid decisions and exercise independent judgment.
• Ability to demonstrate professionalism at all times.
• Ability to demonstrate sensitivity to the needs of guests.
• Ability to remain calm in emergency or crisis situations.
• Ability to handle multiple tasks and meet deadlines.
• Ability to work independently with minimal supervision.
• Ability to adapt to varying situations.
• Ability to work in a fast-paced environment and meet deadlines.
• Ability to uphold strong ethics and integrity.

Responsibilities

• Accurately handles all aspects of room and site reservations, including creating, verifying, modifying, canceling, and processing online reservations. Maintains complete and accurate guest records and reservation system.
• Responds to guest questions about hotel, facilities, amenities, and promotions offered and provides information regarding local area.
• Ensures all guests’ special requests are handled properly and provides excellent customer service to all internal and external customers.
• Informs guests of hotel’s policies and procedures.
• Manages room inventory to maximize room occupancy.
• Completes daily Reservations checklist.
• Provides excellent customer service and solutions for all internal and external customers.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED