Reservations Agent

What's In It For You

• Competitive salary of $19.61/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.

What You’ll Do

• Be the face of Muckleshoot Casino Resort for guests and team members, modeling professionalism, hospitality, and our core values at all times.
• Manage Muckleshoot Casino Resort's phone and communication systems by handling inbound calls, chats, emails, and SMS in a timely and courteous manner.
• Provide accurate, current information on accommodation, dining, events, promotions, and casino services.
• Process and confirm reservations for lodging, dining, entertainment, and other guest services, ensuring all details and special requests are recorded correctly.
• Offer clear, professional booking confirmations and proactively communicate guest preferences to appropriate departments (front desk, housekeeping, F&B, events, etc.).
• Deliver personalized recommendations that go beyond transactional service, creating tailored experiences for each guest.
• Identify upsell and cross-sell opportunities, maximizing revenue while enhancing guest satisfaction.
• Maintain accurate, organized records of reservations, modifications, and cancellations in the reservation and call management systems (e.g., Cloudbeds, Hotel Connect, SevenRooms, OpenTable, Bally CMP).
• Handle escalations with professionalism, providing leadership with detailed information for resolution.
• Address guest concerns and booking-related issues promptly and empathetically.
• Support the team by sharing observations from guest interactions, suggesting improvements to processes, products, and services.
• Collaborate with Training/Quality Specialists and Team Leaders to continuously improve performance.
• Participate in peer-to-peer coaching and team knowledge sharing to strengthen overall team effectiveness.
• Assist with creating and maintaining a welcoming environment by supporting small but impactful housekeeping or organizational tasks when necessary (e.g., pushing in chairs, clearing items).
• Uphold confidentiality of guest information, proprietary business processes, and company trade secrets.
• Demonstrate actions and behaviors that represent Muckleshoot Casino Resort positively both on and off the floor.
• Work diligently to support the property’s culture, guest service philosophy, and high standards of hospitality.
• Perform other duties as assigned.

What You’ll Bring

• 1+ year experience in a call center, reservations, or customer service role.
• Experience in luxury hospitality or Tribal gaming preferred.
• Proficiency with call center and reservation systems.
• Strong organizational skills and meticulous attention to detail.
• Excellent verbal and written communication skills; fluency in English required.
• Ability to demonstrate a guest-oriented, accommodating demeanor in high-pressure environments.
• Keyboarding skills and basic computer proficiency.