Reservations Agent; Clerk

Position Summary 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, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities Provides superior customer service, positively effects interactions with  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 be able 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.

Additional Responsibilities 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.

Team members in this capacity:

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. Possesses 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.

Key Performance Indicators 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, Skills, and Abilities 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.

Education and Experience

Required:

One (1) year experience in Customer service

High…