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Hotel Reservations Specialist

2 months ago

Albuquerque, New Mexico, United States Route 66 Casino Hotel Full time
Central Services Representative Job Overview

Position Title: Central Services Representative

Department: Hotel

Employment Classification: Non-Exempt

Position Summary:

The Central Services Representative is essential in managing hotel room bookings and delivering exceptional telephone support, prioritizing efficiency and outstanding customer care.

Key Responsibilities:

  • Uphold company Core Values, Policies & Procedures
  • Serve as a positive example for others
  • Maintain a courteous demeanor towards guests and coworkers
  • Consistently report to work punctually and prepared

Core Duties:

  • Manage PBX operations, including processing reservations, answering inquiries, and providing information
  • Possess a thorough understanding of the hotel's property management system
  • Work collaboratively with management to resolve guest-related concerns
  • Promote room sales to achieve occupancy goals
  • Ensure a clean and safe working environment
  • Address conflicts with professionalism
  • Follow departmental protocols and regulations
  • Communicate with other hotels regarding occupancy and sales opportunities
  • Implement strategies to enhance guest satisfaction
  • Participate in company meetings and events
  • Cooperate with regulatory bodies to ensure compliance
  • Build rapport with guests through personalized service
  • Contribute to a positive team atmosphere
  • Provide accurate information regarding hotel services and amenities
  • Maintain professionalism with all staff and the public
  • Work effectively under pressure and adapt to changing circumstances
  • Assist in emergency situations and follow emergency protocols
  • Manage wake-up call requests efficiently
  • Encourage guests to join the Players Club
  • Cross-train with the Front Office as needed
  • Perform additional tasks as assigned

Qualifications:

  • High school diploma or equivalent preferred
  • Experience in guest services, hospitality, or a related field
  • Clerical experience
  • Prior PBX Operator experience is advantageous
  • Fluency in multiple languages is a plus

Licensing & Certification:

  • No specific requirements

Technical Skills:

  • Proficient in basic computer skills and office equipment
  • Experience with property management and PBX systems

Physical Requirements:

  • Ability to sit, speak, and use hands extensively
  • Ability to stand and perform various physical tasks
  • Ability to lift and carry moderate weights

Mental Demands:

  • Strong problem-solving, organizational, and decision-making skills
  • Ability to analyze data and make informed choices

Supervisory Responsibilities:

  • None

Work Environment:

  • Primarily indoors with occasional exposure to outdoor elements

Additional Requirements:

  • Successful completion of pre-employment screening