RESERVATION AGENT

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

About The Position

The Reservations Agent creates, changes, cancels, and confirms hotel and special-event reservations by phone using the Hotel Information System (HIS). The agent explains and promotes the resort, including through upselling, and assists guests with special requests. The position also answers and routes incoming calls, connects interoffice and house calls using PBX standards, maintains records of calls and requests, and coordinates guest requests with the appropriate department. The role requires providing professional, friendly service; responding promptly to guest comments and complaints; sharing information between shifts; supporting team and resort goals; and adhering to regulatory, departmental, and Casino policies and procedures. The agent is required to work all Marketing Special Events and Concerts. There are no supervisory responsibilities.

Requirements

High school diploma or GED.
One year of customer service experience.
Excellent communication and computer skills.
Healthy and friendly attitude.
Proven record of dependable performance.
Availability to work all shifts, weekends, and holidays.
Must pass a pre-employment drug screening and background investigation.
Must be able to use handheld communications devices.
Must meet IMGR&C values and standards, including accountability, productivity, acceptance, communication, hospitality, enthusiasm, teamwork, and respectful conduct.

Responsibilities

Create, change, cancel, and confirm hotel and special-event reservations by phone using the Hotel Information System (HIS).
Explain resort products and services to callers and upsell the resort; assist guests with special requests.
Answer, screen, and route incoming calls according to telephone standards.
Make reservations for new and returning guests under Transient, Apache Spirit Club, and Groups.
Stay current on Apache Spirit Club promotions and information about rooms blocked for groups.
Contact the appropriate department by radio regarding guest requests or issues, as Resort Services.
Connect interoffice and house calls according to private branch exchange (PBX) standards.
Maintain records of calls and requests received.
Provide directions and venue information, and respond promptly and professionally to guest comments and complaints.
Take ownership of guest problems until they are resolved; request help when needed.
Report guest complaints and compliments, and report resort grounds or equipment that do not meet standards to a Supervisor or Manager.
Share information needed for the next shift and communicate information others need to succeed.
Support team and departmental success, help other team members and departments, and contribute ideas to improve performance and guest satisfaction.
Protect resort property and help maintain areas, equipment, and furnishings in neat, clean, and good repair.
Work all Marketing Special Events and Concerts.
Adhere to regulatory, departmental, and Casino policies and procedures.
Perform other duties as required.