Lead Reservations Coordinator

Overview

The Lead Reservations Coordinator at Atlantis Casino Resort Spa is responsible for supervising the reservations staff, providing training, and ensuring that guests receive exceptional service when making travel plans, booking rooms, dining, spa services, and other vacation arrangements via phone, email, or fax.

• Supervise and monitor reservations staff performance.
• Provide clear, friendly, and professional communication to guests and colleagues.
• Handle calls, emails, and faxes, using effective active‑listening and questioning techniques.
• Manage telephone tasks including call transfers, message taking, callbacks, hold procedures, and interruptions.
• Resolve job‑related stress, angry callers, upset customers, and employee issues while maintaining a positive attitude.
• Build rapport with all guests to create a pleasant experience and encourage repeat visits.
• Apply proper telephone etiquette for various customer situations.
• Assist guests with reservations, upsell special packages, upgrade rooms, and cross‑sell services.
• Respond to email correspondence promptly and professionally.
• Charge credit cards for third‑party reservations or deposits, and process credit‑card authorizations.
• Train new Reservations Specialists using departmental tools and HR resources.
• Monitor team member calls to ensure sales tactics are correctly applied.
• Adhere to all company policies, procedures, and appearance standards.
• Complete additional duties assigned by management.

• High School diploma or equivalent.
• Proficiency in computer applications (Microsoft Office, Word, Excel, HMS, Hotel Extranets).
• Knowledge of customer service principles, call‑center telephony, and technology.
• Experience in a call‑center or customer‑service environment preferred.
• Understanding of administration and clerical processes.

• Strong communication and active‑listening abilities.
• Proper telephone etiquette and professional demeanor.
• Data entry accuracy and attention to detail.
• Patience, good judgment, and problem‑solving skills.
• Multi‑tasking and negotiation capabilities.
• Excellent computer skills.

The role is performed in a call‑center setting with required physical tasks such as standing, walking, and lifting up to 25 pounds. Employees must meet vision abilities for job performance.

• Medical, dental, vision, and supplemental coverage.
• 401(k) retirement savings plan with discretionary match.
• Education tuition reimbursement.
• Paid vacation and holiday pay.
• Weekly resort prizes and free daily meals.
• Opportunities for internal advancement.