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Lead VIP Reservationist
Eldorado Resorts
Shreveport, LA, United States
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LEAD VIP RESERVATIONIST
Summary: To provide ultimate guest service by communicating and assisting guests; Call Center Representatives and Call Center Supervisor/Management using proper and courteous telephone technique and etiquette.
Essential Duties and Responsibilities:include the following.
• Other duties may be assigned.
• Assist Call Center Representative with problems, questions and policies.
• Communicate information including hotel, casino and outlets to guest and Call Center Representatives.
• Assist with special events and promotions.
• Assist Supervisor and/or Manager with various assigned tasks.
• Inform management of guest feedback, encouragements or improvement opportunities.
• Respond to invited guests, updates and maintains inventory to concerts, tournaments and special events.
• Responsible for updating daily inventory reports and monthly promotion reports.
• Ensure reservations are made in a timely manner for sale and groups, corporate office and host. Effectively listens to guest concerns and respond in professional manner.
• Be aware of inventory status on any given day.
• Demonstrates proper telephone technique and etiquette.
Requirements:
SUPERVISORY RESPONSIBILITIES: Supervise reservationist. Responsible for handling problems with guest at a supervisory level. Monthly reports. Assist with LIMO request for the casino host and upper management. Lead Reservationist will be responsible for making decision on comping when a host is not on duty and on duty when busy. Assisting in answering calls when needed. Responsible for rates on rooms and make decisions when to change rates and close blocks. Assist with group sales and host groups.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reprentative of the knowledge, skill, and/or ability required. Reasonable accomodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE: High school diploma or general education degree (GED). Three years Customer Service experience.
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.