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Reservations Customer Care Specialist
Eldorado Resorts
Reno, NV, United States
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The Reservations Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls. The Specialists handle group and third-party reservations and related setup as well as complex VIP reservations. Specialist do answer inbound calls as well, but to a lesser degree than Representatives, given the load of complex reservations work for which they’re responsible (often not generated by a phone call).
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP customers
• Extending complimentary services to casino players when appropriate and within established guidelines
• Utilizing discretionary comp authority to satisfy customer requests and resolve disputes where appropriate; maintaining accountability for these decisions through the comp exception reporting process
• Providing customers with a clear picture of Eldorado Resorts’ products and services; always leading the call without failing to listen to the voice of the customer
• Ensuring that internal partner as well as customer requests for reservations and other services are met and confirmed within the guidelines established by management
• Answering phone calls from internal resources (hosts, player development, sales, executive, etc.) and handling related reservations and comp-issuance work; generally responsible for the input of more complex reservations for our higher-end VIP customers
• Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
• Creating and maintaining group master accounts
• Inputting group rooming lists as needed
• Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing or customer issues
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
• Presenting at all times, a positive view of the Eldorado Resorts and its properties when interacting with customers and fellow employees
• Escalating difficult and complex situations to Supervisors or management as they arise
• Work with Quality Manager and Reservations Manager to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide management with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works diligently to support the “Family Style Service” culture and team philosophy throughout the property.
• Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your employees
Requirements:
QUALIFICATIONS
One year or more of directly related experience in an inbound contact center or reservations-related function (preferred not required)
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Detail oriented, able to execute high quality work on a consistent basis
Knowledge of property management, reservations and player tracking systems (e.g. LMS, Opera, HALO, etc.) along with proficiency in basic Windows and MS Office packages are considered a plus (preferred not required)
Strong verbal communication and interpersonal skills
Experience handling customer calls in a sales-oriented inbound environment
Experience handling reservations in the casino / hospitality industry is considered a plus
Ability to work independently and under direct supervision, while maintaining a high level of productivity and professionalism