Reservations Clerk

Job Details

Job Location:

Albuquerque, NM 87113
Position Type:
Full Time
Salary Range: $16.82 - $18.93 Hourly

Job Shift: Any
Job Category:
Resort

This position is responsible for handling hotel room reservation requests for the Sandia Resort & Casino and maintaining communication between customers, guests, and staff. Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, providing opportunities for qualified team members, and contributing towards the ongoing success at Pueblo of Sandia today and in the future.

• Provides superior customer service, positively effects interactions with customers.
• Be prepared to give customers information on all room types. Describes rooms in a positive and informative way.
• Stays current with hotel occupancy, rates and packages to provide accurate status of the hotel.
• Stays up to date with all functions and special events pertaining to the Sandia Resort experience.
• Makes changes to guest reservations when needed.
• Cooperates and coordinates with Player Development, Sales, and Front Office departments to provide the best possible service.
• Operates a computer-based telephone system routing internal and external calls to appropriate departments.
• Handles and tracks all guest related issues and their needs using EAM software.
• Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
• Confirms guest wakeup call requests into IP Agent telephone system.
• Places out of state and international calls.
• Coordinates specific information to both internal and external inquirers, as required.
• Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

• Perform other job-related duties as assigned.
• A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia, particularly those positions assigned to work in all public areas.

• Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
• Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations, possessing knowledge and understanding of all products and services offered.
• Builds relationships with guests based upon respect and confidence while maintaining a friendly, and approachable demeanor.

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

• Knowledge of telephone consoles and related equipment.
• Capacity to promote positive guest relations with all telephone callers.
• Ability to work cohesively with co-workers as part of a team.
• Capacity to work with minimal supervision.
• Aptitude to remain in a stationary position for extended periods of time.
• Must have good interpersonal communication skills.
• Must have good computer skills.
• Ability to verify data input and correct errors.
• Knowledge of dialing procedures, including long distance, international, and internal.
• Basic data entry and/or word processing skills.
• Knowledge of policies and procedures for the imparting of directory information over the telephone.

• One (1) year experience in Customer service.
• High School diploma or GED equivalent required.

• One (1) year experience in Hotel/Call Center.

• Must be able to successfully pass a stringent background investigation.
• Will require a pre-employment and random drug screening.

The following selected physical activities are required to perform the essential functions of this position:

• Balancing:
  Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces.
• Feeling:
  Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Finger Dexterity:
  Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping:
  Applying pressure to an object with the fingers and palm.
• Hearing:
  Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the…