Job Description

Job Description

Job Description

SUMMARY

The reservation Agent is responsible for handling all incoming telephone inquiries, beginning with all inbound calls for reservations while they promote the hotel services and ensuring maximum room revenues. The reservations will act as the main PBX operator for Hotel/Casino

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Must possess telephone communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests.
• Reservation Agent will need knowledge to transfer all calls to the appropriate departments.
• The Reservation Agent is fully responsible to provide adequate Customer Service and informing the guests of all the amenities and outlets available to guests.
• The Agent will abide by the tasks listed in the Reservation Check List outlined with instruction and training for each shift.
• Assist in administrative duties as they relate to booking, tracking, charging, handling and entering room reservations.
• The Reservation Agent will be responsible for entering appropriate data into the PMS and use all significant market segments.
• Be thoroughly familiar with hotel amenities, room rate promotions, restaurants, surrounding venues and hotel policy to assist guest with requests for information.
• Ability to follow reservation protocols and practices.
• Ability to multi-task will all duties and assignments
• Be responsible for the Reservations Daily Check List with accountability
• Be able to practice adequate communication with transactions
• Be responsible for all shift reports at end of shift and provide accurate pass on.
• MUST MAINTAIN STRICT CONFIDENTIALITY OF ALL INFORMATION PROCESSED THROUGH THE DEPARTMENT INCLUDING RECORDS, REPORTS, DOCUMENTS, CONVERSATIONS, ETC. A breach of confidentiality will be subject to appropriate disciplinary action, up to and including termination from employment. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CERTIFICATES, LICENSE, AND REGISTRATIONS

• Must be able to submit supporting documents of education and training (High School Diploma, GED, Degree and Certificates).
• Must be able to obtain and maintain in good standing a Driver’s License and qualify for Fleet Management coverage on company vehicles.

EDUCATION AND/OR EXPERIENCE

• High School Diploma/GED is required with One (1) year Hotel Front Desk / Reservations experience. Hospitality Certification, Excellent Phone Etiquette experience, Online Travel Agent experience, and Bilingual Shoshone Bannock/Spanish; preferred but not required (G1)
• High School Diploma/GED is required and college courses is preferred with two (2) years’ Hotel Front Desk / Reservations experience; Hospitality Certification, Excellent Phone Etiquette experience, Online Travel Agent experience, and Bilingual Shoshone Bannock/Spanish; preferred but not required (G2)

SPECIAL QUALIFICATIONS:

Strong organizational skills required.

SAFETY REQUIREMENTS:

Safety is a core value at Shoshone-Bannock Gaming/Hotel. The ability to work safely and prevent personal injury is a key job requirement of every position. Each employee is also expected to be committed to the safety of fellow employees and our customers and demonstrate that commitment through daily actions.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply commonsense, understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables. Must be able to communicate effectively in person, while on the phone, while using intercom/microphone, and in writing.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the position, the employee is regularly required to talk and hear. The employee is also regularly required to stand on a hard surface for long periods of time (minimum 6-10 hours), walk, sit, and use hands and fingers, handle or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb, or balance and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a public work environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of the position the noise level in the work environment is usually moderate.

Discover Amazing Benefits at Shoshone-Bannock Casino Hotel!

We believe in taking care of our team members. Here’s what you’ll enjoy:

Paid Leave and Holidays:

• Generous PTO and vacation days.
• Ceremonial leave for cultural events.
• Paid holidays to spend with loved ones.

Comprehensive Benefits Package:

• Health Insurance: Medical, Dental, Vision, and Prescription.
• Life & Disability: Basic Life, AD&D, Short/Long-Term Disability.
• Telemedicine: Access to virtual healthcare.
• Supplemental Options: FSA, Critical Illness, Accident, Identity Theft Protection, and more.
• Retirement Plans: 401K and ROTH options.

Enrollment Info:

• Open to full-time employees (30+ hours/week) after probation.
• Annual open enrollment period.

Ready to Join Our Team?

Apply now and become a part of the Shoshone-Bannock Casino Hotel family!
Please fill out the attached application and send it to Josephine Tuell at josephine.tuell@shobangaming.com.
Questions? Call 208-238-4800 ext. 3041.

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