Room Reservation Agent - Part Time

Location: Pala, CA

Promptly answer incoming reservations calls, taking, recording, and canceling of reservations of Individual, Group and Casino guests; Consistently provide prompt, courteous service to the guest in an efficient and professional manner at all times; Possess a warm, friendly, smiling voice with all callers to ensure guest pleasure and satisfaction; Maintain a pleasant and professional attitude when taking reservations; Maintain constant awareness of services, promotions and events knowledge offered by Pala Casino Resort & Spa; Reporting directly to Room Reservation & PBX Manager and Room Reservations Supervisor.

• Room reservation experience six months minimum - 1 year preferred.
• Should have excellent telephone presentation, sales skills and ability to upsell a plus.
• Should have experience in Opera Reservation Software.
• Should have the ability to accurately type approximately 40-50 WPM.
• Should have proper phone etiquette, people and strong communication skills.
• Should read, write, speak and understand English, Bi-lingual a plus.
• Should have general office skills.
• Should have computer and working knowledge of the Internet.
• High School Diploma or General Education Degree (GED) required.

Essential Job Functions:

• Achieve a maximum number of confirmed reservations while excelling in guest service standards.
• Strive for maximum productivity through prompt, proficient and accurate action in the performance of all assigned tasks.
• Consistently strive to improve job knowledge and performance, thereby assisting in maintaining an efficient and effective operation.
• Use upselling techniques, when possible by providing information of higher room value options, the caller may not have been aware existed.
• Establish an open and close working relationship with the Room Reservation/PBX Manager and the Room Reservation Supervisor.
• Perform all duties relative to the job assignment in the most productive manner at all times.
• Assume a fair share of the workload by the performance of all assigned duties.
• Actively interface with all casino/hotel departments to ensure company goals are met and exceeded.
• Constantly be alert for ideas and improvements that could increase productivity and revenues.
• Perform all assigned tasks with enthusiasm and a pleasant attitude toward executives, guests and fellow team members.
• Work with fellow team members for mutual improvement in job skills and performance.
• Ensure that the highest standards are always maintained.
• Inform supervisor’s of guests’ and team member needs which may require their attention.
• Consistently report to work on time and as scheduled.
• Understand that flexibility to work extended hours to meet the department’s needs may be required.
• Cooperate with fellow team members to develop and enhance mutual respect, teamwork and the feeling of camaraderie between team members of all departments.
• Possess a thorough knowledge of all hotel functions and guest services.
• Possess a thorough knowledge of all emergency procedures.
• Possess a thorough knowledge of community services and events.
• Maintain a constant awareness of safety and accident prevention, immediately report and/or complete an appropriate accident report form if an accident does occur.
• Perform other duties as assigned.