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Reservations Agent - Customer Care
Eldorado Resorts
Reno, NV, United States
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GENERAL SUMMARY OF DUTIES: The primary responsibility of the Room Reservation Sales Agent (RSA) is to answer incoming calls and generate new reservations.
EXAMPLES OF DUTIES/ESSENTIAL FUNCTIONS: (Includes, but is not limited to the following)
• Always provide the best GUEST SERVICE possible.
• Answer incoming calls within 2 rings to sell, confirm and revise hotel room reservations.
• Input directly into the computer system while taking the reservation.
• Respond to guest inquiries, request for directions and/or information within the hotel guidelines.
• Sell the features of the hotel, restaurants, mining display, etc.
• Use the guest’s name a minimum of twice during the conversation.
• Do not place any call on hold for more than one (1) minute.
• Offer an alternate date and/or refer the guest to Circus Circus and/or the El Dorado when the Silver Legacy is sold out.
• Maintain a professional attitude while performing all duties.
• Respond to guest complaints in a positive manner, negotiate a compromise and implement a solution to make a sale.
• Answer the multi-line telephone and provide information as needed.
• Communicate with supervisor throughout the shift.
• Check station before, during and after shift for proper set-up and cleanliness.
• Always thank the guest for calling the Silver Legacy.
• Maintain regular, predictable attendance in accordance with department policy.
• Maintain a neat, clean, and well-groomed appearance.
• Other job related duties as may be assigned.
PERFORMANCE REQUIREMENTS: (Knowledge, Skills and Abilities)Ability to remember, recite and promote the variety of hotel services / rate information (availability); effectively deal with internal / external customers, some of whom will require patience, tact and diplomacy to defuse anger, collect accurate information and solve customer concerns; work with interruptions (i.e., phones); adapt instructions / procedures from one assignment to another; listen effectively, speak, read and write English clearly to ascertain and document important information and communication with guests / employees. Perform basic mathematical skills necessary to calculate advance deposits, room tax and total charges, using a calculator. Ability to operate printer, calculator, photocopier, burster and decollator.
Requirements:
EDUCATION AND EXPERIENCE:
Education: High school education or equivalent preferred. College degree preferred but not required.
Experience: Typing skills of 40-45 wpm.
Certificate/License: None required.
TYPICAL WORKING CONDITIONS: Work is performed in an office environment. Work may be performed in confined areas, which may be unusually hot, cold, noisy, smoky, dimly lit or brightly illuminated. Work requires knowledge and use of electrical devices and computer equipment to include printer, calculator, photocopier, multi-line telephone, burster and decollator. Constant contact both verbally and in-person with guests, co-workers and management. Work may include shift work and extended days.
TYPICAL PHYSICAL/MENTAL DEMANDS: (May be required in order to perform the essential functions of the position). Requires seldom standing, walking, reaching overhead, bending over, crouching, kneeling, balancing, pushing/pulling and lifting/carrying up to 25lbs., constant sitting, reaching, repetitive use of dominant hand, with light grasping and finger dexterity; use of office equipment, such as computer terminal, key-board, mouse, printer, and multi-line telephone. Normal vision range is required. Requires the ability to distinguish letters, numbers and symbols, perform simple and complex tasks, simple and complex reading, writing and math skills, clerical perception, coordination, analyzes, supervise and instruct. Must be able to work with precision, follow instructions, influence others, meet time requirements, memorize, problem solve and use independent judgment and decision making skills.