Reservations Agent
About The Position
What You'll Do Be the face of Muckleshoot Casino Resort for guests and team members, modeling professionalism, hospitality, and our core values at all times. Manage Muckleshoot Casino Resort's phone and communication systems by handling inbound calls, chats, emails, and SMS in a timely and courteous manner. Provide accurate, current information on accommodation, dining, events, promotions, and casino services. Process and confirm reservations for lodging, dining, entertainment, and other guest services, ensuring all details and special requests are recorded correctly. Offer clear, professional booking confirmations and proactively communicate guest preferences to appropriate departments (front desk, housekeeping, F&B, events, etc.). Deliver personalized recommendations that go beyond transactional service, creating tailored experiences for each guest. Identify upsell and cross-sell opportunities, maximizing revenue while enhancing guest satisfaction. Maintain accurate, organized records of reservations, modifications, and cancellations in the reservation and call management systems (e.g., Cloudbeds, Hotel Connect, SevenRooms, OpenTable, Bally CMP). Handle escalations with professionalism, providing leadership with detailed information for resolution. Address guest concerns and booking-related issues promptly and empathetically. Support the team by sharing observations from guest interactions, suggesting improvements to processes, products, and services. Collaborate with Training/Quality Specialists and Team Leaders to continuously improve performance. Participate in peer-to-peer coaching and team knowledge sharing to strengthen overall team effectiveness. Assist with creating and maintaining a welcoming environment by supporting small but impactful housekeeping or organizational tasks when necessary (e.g., pushing in chairs, clearing items). Uphold confidentiality of guest information, proprietary business processes, and company trade secrets. Demonstrate actions and behaviors that represent Muckleshoot Casino Resort positively both on and off the floor. Work diligently to support the property's culture, guest service philosophy, and high standards of hospitality. Perform other duties as assigned.
Requirements
- 1+ year experience in a call center, reservations, or customer service role.
- Proficiency with call center and reservation systems.
- Strong organizational skills and meticulous attention to detail.
- Excellent verbal and written communication skills; fluency in English required.
- Ability to demonstrate a guest-oriented, accommodating demeanor in high-pressure environments.
- Keyboarding skills and basic computer proficiency.
Nice To Haves
- Experience in luxury hospitality or Tribal gaming preferred.
Responsibilities
- Manage Muckleshoot Casino Resort's phone and communication systems by handling inbound calls, chats, emails, and SMS in a timely and courteous manner.
- Provide accurate, current information on accommodation, dining, events, promotions, and casino services.
- Process and confirm reservations for lodging, dining, entertainment, and other guest services, ensuring all details and special requests are recorded correctly.
- Offer clear, professional booking confirmations and proactively communicate guest preferences to appropriate departments (front desk, housekeeping, F&B, events, etc.).
- Deliver personalized recommendations that go beyond transactional service, creating tailored experiences for each guest.
- Identify upsell and cross-sell opportunities, maximizing revenue while enhancing guest satisfaction.
- Maintain accurate, organized records of reservations, modifications, and cancellations in the reservation and call management systems (e.g., Cloudbeds, Hotel Connect, SevenRooms, OpenTable, Bally CMP).
- Handle escalations with professionalism, providing leadership with detailed information for resolution.
- Address guest concerns and booking-related issues promptly and empathetically.
- Support the team by sharing observations from guest interactions, suggesting improvements to processes, products, and services.
- Collaborate with Training/Quality Specialists and Team Leaders to continuously improve performance.
- Participate in peer-to-peer coaching and team knowledge sharing to strengthen overall team effectiveness.
- Assist with creating and maintaining a welcoming environment by supporting small but impactful housekeeping or organizational tasks when necessary (e.g., pushing in chairs, clearing items).
- Uphold confidentiality of guest information, proprietary business processes, and company trade secrets.
- Demonstrate actions and behaviors that represent Muckleshoot Casino Resort positively both on and off the floor.
- Work diligently to support the property's culture, guest service philosophy, and high standards of hospitality.
- Perform other duties as assigned.
Benefits
- Competitive salary of $20.08/hr. with discretionary performance bonuses 2x a year !
- Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
- Complimentary meals and covered team member parking.
- Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage.
- Flexible Spending Account options for health care expenses.
- Company-paid gaming licenses (Class A & Class B)
- Variety of additional voluntary benefits and retirement plans.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
