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Hotel Reservations Agent
Eldorado Resorts
Reno, NV, United States
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Eldorado Resorts Inc., a top five regional gaming company in the industry, is looking for a dynamic, positive, energetic person with experience in staff management or call quality to help develop, promote and coordinate our revised Call Quality Program! With explosive growth forecasted as we take on new business, we’re searching for the best and the brightest. Is that you?
Eldorado Resorts Inc. is an employer that values its team members and provides many unique benefits. Some of these include:
BENEFITS and PERKS
• Paid training
• Medical and dental benefits
• On-site Medical Health Center
• Paid time off
• Retirement planning options (401(k))
• Subsidized Employee Dining Room
• Paid Lunch Break
• Commuter Benefits
• Holiday Gift Cards for Employees
• Employee Discounts to Restaurants & Shows
Perks are subject to change without notice
GENERAL SUMMARY OF DUTIES: The primary responsibility of the Reservation Agent Customer Care Rep 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.
Requirements:
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.
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: Must be authorized to work in the U.S.