Reservations Coordinator
1 week ago
Overview
The Reservations Specialist plays a vital role in the success of the Atlantis Casino Resort Spa. As a key member of our team, you will be responsible for helping guests make travel plans. This includes describing and booking ideal hotel accommodations for VIP and non-VIP guests, booking special events, and providing room rates. You will also assist with directing guests towards spa services and other vacation-related arrangements over the phone, fax, or through email.
Responsibilities
- Provide exceptional service via phones, emails, and faxes as a receiver and caller.
- Utilize active listening skills and questioning techniques to support effective telephone communication and sales skills.
- Effectively handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Deal with job stress, angry callers, and upset customers.
- Understand the impact of attitude when speaking with guests.
- Build a positive rapport with all manner of guests over the phone to create a pleasant experience for the customer and draw them back to our resort for future visits.
- Apply proper telephone etiquette to satisfy various customer situations.
- Assist with providing reservations to guests, including up-selling special packages, upgraded rooms, and cross-selling different services throughout the hotel.
- Provide assistance with questions regarding the Company and Special Events.
- Consistently meet or exceed 35% conversion on a monthly, quarterly, and yearly basis.
- Assist with filing when needed.
- Produce daily and weekly rate comparisons for area hotels utilizing the Internet and telephone.
Qualifications
- A clear speaking voice and strong interpersonal, analytical, and organizational skills.
- Proficiency in relevant computer applications (Office, Word, Excel, Hotel Extranets).
- Knowledge of customer service principles and practices.
- Knowledge of call center telephony and technology.
- Experience within a call center or customer service environment preferred.
- Knowledge of administration and clerical processes.
Benefits
- Comprehensive benefits (medical, dental, vision, supplemental coverage).
- 401K retirement savings plan + discretionary match.
- Education Tuition Reimbursement Program.
- Free daily meal.
- Internal Advancement.
Job Locations US-NV-RENO
ID 2023-17673
Employment Type Full-Time
Subdivision Hotel
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