Reservation Agent

WE'RE DOUBLING DOWN ON YOUR FUTURE

• Competitive salary starting at $18.98/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B).
• Variety of additional voluntary benefits and retirement plans.

GET TO KNOW THE ROLE

The Reservations agent serves as the first point of contact for guests seeking information or making reservations at our hotel. The Reservations Agent serves as a primary point of contact for individuals seeking to make reservations for various services, such as accommodations, travel, events, or experiences.

WHAT YOU’LL DO

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Efficiently handle incoming reservation inquiries from guests through telephone, email, or online platforms, maintaining a courteous and professional demeanor.
• Collaborate with front desk staff and various departments to ensure effective communication and execution of guest requests and preferences.
• Possess a comprehensive understanding of the hotel's amenities, room types, rates, and packages to accurately address guest inquiries.
• Address and resolve any issues related to reservations, cancellations, or changes promptly and effectively.
• Provide accurate and up-to-date availability, pricing, and options information.
• Process reservations, ensuring accuracy in booking details and customer preferences.
• Confirm reservations with customers and provide booking confirmation details.
• Professionally and efficiently address booking-related issues or concerns to ensure complete guest satisfaction.
• Coordinate with other departments, such as housekeeping, front desk, or event management, to ensure a smooth guest experience.
• Communicate special requests, preferences, and any relevant information to appropriate staff.
• Provide relevant information to callers as needed, ensuring guests have access to the necessary details to make informed decisions.
• Verify that accurate room status information is maintained and properly communicated.
• Operate all aspects of a front office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Maintain organized records of reservations, cancellations, and modifications.
• Prepare reports and summaries of reservation activity as needed.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform other duties as assigned.

WHAT YOU’LL BRING

• 1 (One) year of experience as a Call Center/ PBX operator or Reservations Agent is required.
• Luxury Hospitality or Tribal gaming experience is a plus!
• Familiarity with hotel reservation systems and software is a plus!

HOW YOU’LL BE SUCCESSFUL

• Knowledge of resort check-in software such as Cloudbeds, Hotel Connect, WebRezPro etc.
• Knowledge of procedures and standards of the hospitality industry.
• Skilled in bookkeeping and related software.
• Skilled in basic accounting and mathematics.
• Ability to solve client issues in a friendly and timely fashion.
• Ability to work with a high level of attention to detail.
• Ability to communicate effectively, both orally and in writing. Read, write and speak English fluently.
• Ability to remain positive and focused in a fast-paced environment.

WHAT TO EXPECT

• Availability – Ability to work different shifts, holidays, weekends, and nights to support a 24/7 operation.
• Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance.
• Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.
• Genuine & Pride - As a Team Member, your authentic character and pride in representing the Muckleshoot name go beyond job titles. This is not just about what's described in your role, but also about taking collective ownership of our environment. Whether it is pushing in chairs, collecting glassware, or picking up garbage, every shared act contributes to the reputation of Muckleshoot Casino Resort. True pride in our brand means ensuring a welcoming environment for all, recognizing that each of us plays a part in upholding the esteemed reputation we've built together.
• Guest-Centered Hospitality - Muckleshoot Casino Resort focuses on offering personalized and welcoming experiences highlighting hospitality over basic services, emphasizing on genuine connections and thoughtful recommendations. At Muckleshoot Casino Resort, we are dedicated to taking personal responsibility for bringing these moments to life – it is what we take pride in.

Muckleshoot Casino Resort is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any associate at Muckleshoot Casino Resort or its affiliates via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Muckleshoot Casino Resort. No fee will be paid in the event the candidate is hired by Muckleshoot Casino Resort as a result of the referral or through other means.