Reservationist

Job Title: Reservationist

Function: Hotel Front Desk

Department: Hotel

Reports To: Katie Barreto

Position Summary: Briefly describe the job's primary purpose or contribution to the department or organization.

A reservationist is the first point of contact for our customers and employees. As a reservationist you are responsible for answering and directing all incoming calls that come into our call center.

Essential Duties and Responsibilities: List the job's most important functions and responsibilities. Include all important aspects of the job, whether performed daily, weekly, monthly, annually, or any that may occur at irregular intervals.

• Provide exceptional customer service to all internal and external customers.
• Provide clear communication and directions.
• Transfer guests call to the appropriate area they requested.
• Handle all guest problems and complaints in a timely and efficient manner while maintaining a positive and helpful attitude.
• Be able to learn the Opera system.
• Assist reservation center in taking, modifying, and canceling guest reservations, noting any special requests.
• Coordinate with other departments to fulfill special guest request.
• Must be able to work a flexible schedule to include nights, weekends and holidays.
• Knowledgeable in all casino areas, marketing programs, safety & security.
• Prioritize, organize and follow-up.
• Notify housekeeping and maintenance of any reported problems with rooms and grounds.
• Answer questions regarding local area facilities and points of interest.
• Read and update the Front Desk Communication Log daily.
• Know and follow the hotel emergency procedures.
• Assure an environment which emphasizes cooperation, communication, and teamwork with all departments.
• Support compliance with all internal procedures and regulatory requirements, including those associated with underage and intoxicated guests.
• Support current law and policy to provide a work environment free from illegal and discriminatory behavior.
• Complete job duties with minimal supervision, maintain acceptable attendance, and use appropriate judgment.
• Job duties, tasks, work hours, work requirements, and other duties as assigned may be added or changed at any time.

Knowledge, Skills, and Abilities:

• Compute basic arithmetic.
• Perform job functions with attention to detail, speed, and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest information and pertinent hotel data.
• Requires sitting for long periods of time in a confined space and close proximity to other employees while continuously performing essential functions.
• Has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow employees.
• Ability to maintain strict confidentiality including, but not limited to, player activity, claim activity, financial data, marketing plans, and policies.
• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems and maintain mental concentration for significant periods of time.
• Ability to perform assigned duties under frequent time pressures and in an interruptive environment.

Knowledge, Skills, and Abilities:

• Ability to perform a broad variety of tasks and deadlines with an irregular work schedule.
• Ability to communicate effectively with guests and all levels of employees in both oral and written form.
• Ability to work in casino and office environment with excessive noise levels, bright lights, and smoke environment.
• Knowledge of all facilities and promotional events available to guests on property.

Job Specific Knowledge: The use of practical procedures and knowledge, specialized techniques, and learned skills.

• Moderate - Applies well defined standards and procedures, with occasional deviations. Skill in the use of computer systems or equipment may be required. Typically requires High school diploma or general education degree (GED); or six months related experience and/or training or equivalent combination of education and experience.

Managerial Knowledge: The planning, coordinating, directing, and controlling activities and resources associated with the organization or function.

• Individual Contributor – Performance of job tasks(s) is highly specific and not involving leadership or direction of others.

Human Relations Skills: The active (either face-to-face or telephone) interpersonal skills needed to facilitate relationships with other people either within (co-workers) or outside (customers, vendors) the organization.

• Basic – Maintains courteous and effective working relationships with others to request or transmit information, ask questions or get clarification.

Thinking: The scope the person must think to perform the essential functions of the position.

• Standardized – Thinking within a well-defined frame of reference and toward specific objectives. This is done in situations characterized by functional practices and precedents.

Problem Solving: The level of problem solving complexity required of the person in performing the essential functions.

• Varied – Differing situations requiring search for solutions within area of known things.

Decision Making: The degree of decision making authority/autonomy required to perform the essential functions.

• Moderate – Practices and procedures covered by precedents or well-defined polices, and supervisory review.

Scope: The breadth/scope of impact across the company this position has in performing the essential functions.

• Moderate – Results typically affect an entire department and may have some impact on other departments and/or externally focused affecting a large customer base.

Impact: The degree to which this position affects or brings about the results expected of their department or function.

• Supplementary – One of several/many positions, which contribute to the end results expected of the unit or functions or provide informational/other services for use by others in achieving results.

50% - 75% Using hands/fingers to handle or feel

50% - 75% Reaching with hands and arms

Less than 25% Stooping, kneeling, crouching, or crawling

Less than 5% Lifting < 50 lbs

Less than 5% Lifting > 50 lbs

Physical Demands:

Less than 5% Standing

Less than 5% Walking

Up to 100 % Sitting

Less than 5% Climbing

Certificates, Licenses, Registrations:

• High school diploma or GED equivalent
• Computer skills required
• Must hold a valid gaming license in accordance with the Illinois Gaming Board.
• Must complete all company-required training within designated time frames.
• Must obtain direct deposit within one week of start date.

Signature: Date:

Job Types: Full-time, Part-time

Pay: $13.50 - $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person