Reservation Attendant PT - Requisition

General Summary

Provides 4-Diamond level service to all guests inquiring about Pechanga Resort and Casino (PRC) in regards to room reservations, golf reservations, dining options and spa treatments. Provides courteous and knowledgeable responses to questions regarding the amenities offered s position is responsible for accurately communicating guest’s needs to all departments via multiple communication channels and software systems. Presents PRC in a positive manner and recommends upselling options to increase revenue.

Additionally, this position is responsible for ensuring compliance with PRC and departmental SOPs and service guarantees.

All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by PRC.

• Answers incoming calls with respect to Pechanga’s core values, service guarantees, and departmental guidelines and maintains pleasant and gracious verbiage and phone etiquette at all times thus representing PRC in a gracious and pleasant manner through all conversations and correspondences;
  Qualifies and distributes calls to appropriate departments on property; manages in-house and outgoing phone calls to maintain club player relations (i.e. room and event reservations, food and room comps, etc.)
• Solves guest challenges regarding hotel billing, stay opportunities, and general hospitality encounters
• Provides prompt and accurate information regarding events, promotions, activities, entertainment, etc.; both current offerings and upcoming
• Inputs and maintains accurate information in the hotel property management system, golf, spa, pool, and dining outlet reservation system for hotel reservations, golf, spa, pool, dining outlets, including packages, room only reservations, golf tee times, spa appointments, and food & beverage reservations
• Provides cashiering/billing competency in order to process payments, adjustments, and resolve billing discrepancies
• Maintains property knowledge by keeping updated with the information provided in the Pechanga Daily, pre-shift meetings, e-mails, memos, and information found in the property management system to include but not limited to current promotions, packages, room types, room descriptions, room locations, room rates, availability, concerts, events, groups, and any other important information regarding the property or events therein
• Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer questions while assisting guests
• Processes group reservations, individual bookings, online bookings, and package reservations with in-house outlets and outside vendors; issues vouchers in Bally’s CMP/software system in response to guest requests of hotel accommodations, meals, and other amenities
• Complies with all PR&C and departmental SOPs and Service guarantees; evaluates casino player activity to make comp decisions for room, food & beverage, and other property amenities in compliance with current policies and procedures; adheres to yield management procedures with Hotel availability and Casino Marketing criteria; ensures all billable services, financial statements, adjustments, revenues, cash and cash equivalents are properly recorded and reported accurately reflected in HMS and other reporting methods
• Ensures a safe and clean workspace and protects the assets of PRC
• Performs additional work related duties as directed by management

This position does not have supervisory responsibilities.

A High school diploma or general education degree (GED) required; one year related experience and/or training required; equivalent combination of education and experience may be combined in lieu of educational requirement.

This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. The ability to speak effectively before groups of…