GENERAL SUMMARY

Answers all incoming calls (within three rings) from guests, casino, Sales Team, and the internet while ensuring guest satisfaction. Enters and confirms bookings into the reservation system according to company’s standards.

CORE SCOPE OF POSITION

• Answers incoming telephone calls within three rings, responds to guest questions and describes rooms, amenities, and rates.
• Accurately enters room bookings into central reservation systems.
• Maintains an inventory of vacancies, reservations, and room assignments.
• Offers the guest alternative dates, waitlists the guests, and calls back if there are cancelled rooms.
• Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest.
• Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests service needs; and thanks guests with genuine appreciation.
• Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance.
• Assists with entering failed 3^rd party reservations accurately and in a timely manner and communicate completion with team.
• Makes other reservations such as restaurant, shows, etc.
• Maintains and organizes work area.
• Partners with and assists other team members to promote an environment of teamwork and achieves common goals.
• Attends staff meeting/trainings for update on ongoing hotel activities and promotions.
•  Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
• Notifies Loss Prevention/Security of any guest reports of theft.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Performs all other duties.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal/external guests and peer groups.

SUPERVISION

• ·         Does not provide supervision to others.

Required Skills

KNOWLEDGE AND SKILLS

• Knowledge of Microsoft Office.
• Ability to type 35 WPM.
• Ability to learn the hotel/hospitality systems.
• Ability to effectively communicate with guests and team members verbally or in written form.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Ability to multi-task and work in a fast-paced environment.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• 1 to 2 years of related experience and/or training.
• Guest service experience preferred.
• Must be age 21 years of age or older.