Reservations Agent II

Job Title: Reservations Agent
Department: Reservations 
Reports To: Reservations Supervisor

Summary
Under the direction of the Reservations Supervisor, the Reservations Agent handles all incoming calls for hotel reservations in an efficient and professional manner, processes reservations, cancellations and answers questions regarding hotel rates, hotel facilities, services and special promotions.

Supervisory Responsibilities:
This position does not have supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties that may be assigned.

• Takes Hotel and F&B reservations/Room Service for Talking Stick Resort and Casino AZ and accurately inputs information into the reservations Property Management System and Reservations systems. 
• All duties and responsibilities of former PBX agents such as routing incoming calls to the TRUNK line will be the responsibility of Reservations Agents. 
• Displays superior, professional, and courteous customer service to all guests when taking reservations as well as in handling special requests.
• Notifies Reservations Supervisor of missing and discrepant information.
• Stays informed about daily room count, resort promotions, and special events.
• Answers inquiries regarding room rates, outlets and room locations to the best of your ability and must avoid transferring calls to dead lines whenever possible. 
• Interacts with sales personnel regarding group bookings.
• Activates manual system in the event of PMS downtime.
• Directs guest inquires to the correct area.
• Answers general questions regarding Casino Arizona and Talking Stick Resort and Talking Stick Entertainment District and will maintain situational awareness of all forward-facing departments, marketing promotions, etc. to allow accurate responses to all inbound inquiries regardless of subject matter. 
• Responsible for maintaining up-to-date knowledge of Credit Card Compliance requirements commonly known as PCI (Payment Card Industry) Compliance by attending training provided by Casino Arizona, at least once a year or more if required by management. Signature verification of course attendance will be required.
•  Responsible for following the PCI (Payment Card Industry) Compliance regulations to protect card holder data and adhere to the standards to protect guests’ private card information. This includes, but is not limited to, observing and reporting inappropriate card handling activity of either customers or employees, as defined by PCI.
• In addition to Hotel and F&B Reservations, reservation agents may also take Spa Reservations, Restaurant Reservations, Show Reservations; accurately input information into the corresponding reservations for each outlet; and assists in training of reservation I agents. 

Education and/or Experience:    
RESERVATION AGENT I: HS/GED required. Previous hotel/resort reservations experience required; and/or an equivalent combination of education, training and hotel/resort/conference center sales or inbound call center experience that provides and/or contributes to the required knowledge, skill set and abilities to perform the job.
RESERVATION AGENT II: HS/GED required. Some college education preferred. 1 or more years of hotel/resort reservations experience required and/or an equivalent combination of education, training and hotel/resort/conference center sales or inbound call center experience.

Computer Skills:
To perform this job successfully, an individual should have excellent PC skills and broad knowledge of current and standard software applications and hotel systems (Microsoft Office, Versa, Open Table, Versa Spa etc.).

Other Qualifications:

• Must have a clear and pleasant speaking voice.
• Must be reliable, trustworthy and possess a pleasant personality.
• Must have excellent customer service, verbal/written communication skills.
• Ability to multi-task and perform under extreme pressure and in difficult situations.
• Must have excellent organizational skills with the ability to work on multiple projects at one time.
• Always presents a professional and well-groomed appearance.
• Must be able and willing to work a flexible schedule, including weekends, evenings and holidays.

Language Skills
Must be able to read, write, speak and understand English. Knowledge of multiple languages is strongly preferred.

Physical Demands
While performing the duties of this Job, the employee is regularly required to sit for prolonged periods of time; walk; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee may be required to lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this Job, the employee is occasionally exposed to secondary smoke. The noise level in the work environment is usually moderate to loud.