Reservations Specialist

Position Summary

The Reservations Specialist plays a crucial role in managing the daily operations and administration of the Brand Reservations Services. Acting as the hotel's representative, the Reservations Specialist works towards achieving the objectives set by the Revenue Management and Hotel Management teams to optimize revenue and uphold service standards in line with budget expectations.

Key Responsibilities

PRIMARY FUNCTIONS:

(The following tasks are indicative of the work performed in this role and are not exhaustive.)

BUSINESS PERFORMANCE

• Process reservations through the Property Management System (PMS).
• Handle incoming calls for hotel and dining bookings.
• Collaborate with Revenue Management on daily pricing and sales strategies.
• Manage reservations and requests for arriving, in-house, and departing guests.
• Generate and analyze daily reports related to hotel bookings.
• Oversee room block reservations, including those for casino players.
• Assist Player Development with VIP bookings and requests.
• Support the Sales department with group accommodation requests.
• Monitor all Online Travel Agency (OTA) reservations.
• Process credit card authorizations.
• Coordinate with the finance team on credit card disputes.
• Work with finance and hotel management on guest billing matters.
• Act as a liaison between the Customer Care Center and various hotel departments, including Player Development, Sales and Marketing, and Housekeeping.
• Assist housekeeping with room inventory updates and special requests.
• Enhance brand Reservations Services, including booking platforms and call center operations.
• Support initiatives that improve quality assurance program scores.
• Perform additional duties as assigned.

GUEST INTERACTION

• Collect and utilize guest feedback to enhance products and services.
• Prioritize guest satisfaction in all interactions.
• Review guest satisfaction metrics and collaborate with management to address feedback.
• Assist in resolving guest complaints and implement changes to prevent recurrence.
• Research and adopt best practices from the industry to elevate the guest experience.
• Leverage reporting data to highlight successes and areas for improvement.
• Make informed decisions based on analysis and experience.
• Challenge conventional practices to drive effectiveness and results.
• Utilize technology to facilitate communication and management across the business.

This job description outlines essential functions and does not limit the tasks that may be assigned.

Qualifications

EDUCATION AND EXPERIENCE:

(Education and experience may be interchangeable on a year-for-year basis.)

A high school diploma or equivalent is required. A minimum of 2 years of experience in the hospitality industry is essential, including at least 1 year in reservations services within a hotel environment. A comprehensive understanding of reservations services and property management systems is mandatory.

ADDITIONAL REQUIREMENTS:

• Must obtain and maintain necessary licenses/certifications as per regulations.
• Successful completion of a background check is required.
• Must pass a drug screening.
• Must be at least twenty-one (21) years of age.
• Availability to work on holidays and weekends, as well as flexible shifts.
• Prior experience in the Hotel/Gaming sector is strongly preferred.

KNOWLEDGE AND SKILLS:

• In-depth knowledge of reservations services and property management systems.
• Excellent leadership, communication, interpersonal, and problem-solving abilities.
• Familiarity with hotel distribution systems (GDS, internet, etc.).
• Self-motivated with an entrepreneurial mindset.

ABILITIES:

• Strong communication and listening skills, with proficiency in speaking, reading, and writing.
• Ability to effectively present information in various settings.
• Preferred multilingual abilities, with fluency in English required.
• Competence in basic numerical operations.
• Proficient in Microsoft Office applications.
• Possession of a valid driver's license or ID.
• Ability to engage effectively with both internal and external customers, demonstrating patience and diplomacy.