Hotel Reservation Agent $12.00hr Wednesdays through Sundays 2nd shift varies

POSITION SUMMARY:

This position is responsible for booking for all events and concerts to include setting up room blocks and will be taking all phone reservations.  Responds to communications from guests, travel agents, and referral networks concerning reservations by telephone, voicemail, or through a central reservation system.

 Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

AGENT/HOST DUTIES AND RESPONSIBILITIES:

·         Processes reservations by telephone or voicemail.

·         Processes reservations from the sales office, other hotel departments, and travel agents.

·         Knows the type of rooms available as well as their location and layout.

·         Knows the selling status, rates, and benefits of all packages plans.

·         Knows the credit policy of the hotel and how to code each reservation.

·         Communicates reservation information to the front desk.

·         Processes cancellations and modifications and promptly relays this information to the front desk.

·         Understands the hotel's policy on guaranteed reservations and no-shows.

·         Processes advance deposits on reservations.

·         Tracks future room availabilities on the basis of reservations.

·         Assists in preregistration activities when appropriate.

·         Handles daily correspondence. Responds to inquiries and makes reservations as needed.

·         Makes sure that files are kept up to date.

·         Getting information about areas of interest in order to target more clients in particular seasons.

·         Tracks future room availability on the basis of reservations.

• To be aware of all front desk procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Willing to undertake any reasonable request made by management in any other areas of the house.
• Open and close the availability as and when required of hotel on the hotel website.

 DEPARTMENT OPERATIONS

·         Covers for staff as necessary due to employee shortages.

·         Remains alert to any unusual or questionable activity by Team Members, vendors, or gaming guest and takes appropriate action to correct the situation within established policies and procedures.

·         Maintains excellent working relationships with other company staff, vendors, and contractors.

·         Performs all other related and compatible duties as assigned.

REGULATORY COMPLIANCE

·         Monitors all relevant activities of the department, to ensure that all applicable laws, rules, regulations, and controls of the organization are understood and enforced by departmental personnel.

·         Performs all duties in accordance with company team member handbook, objectives of the Otoe Missouria Tribe, internal policies, procedures, and controls, as well as applicable laws.

·         Maintains the Departmental Shift log(s) reviewing and noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.

 ORGANIZATIONAL GROWTH/DEVELOPMENT

Judgment/Decision Making

·         Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using available data and from experience.  Avoid situations that could be deemed illegal or represent a safety hazard to fellow team members or guest.

·         Continually evaluates means and methods of departmental operations to ensure maximum efficiency. 

 COMMUNICATION

·         Makes effort to keep informed of company information and communications by reviewing property bulletin boards, departmental log/shift reports, departmental/company emails, signage and company newsletter.  

·         On an individual basis or in a group format, explain why, shares information, and communicates the purpose of decisions to applicable staff.

·         Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvements are effectively relayed to management.

 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Individual must be at least 21 years of age.

 EDUCATION and/or EXPERIENCE

High School Diploma (or equivalent) preferred.  Three years of hotel experience preferred. Equivalent combination of Customer Service and Communications experience required. Experience as a guest relations supervisor, front office manager, or hotel liaison preferred.

KNOWLEDGE, SKILLS & ABILITIES

:

·         Must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.

·         Knowledge, skills, and experience in the hiring, training, scheduling and supervision of staff, communications, decision making, problem solving, complaint resolution and resources allocation.

·         Read, write and speak the English language.  Read professional publications, memos, emails, logs, newsletters and documents.

·         Perform intermediate mathematical computations up to and including probability and statistics.

·         Protect the Company’s value by keeping information confidential.

·         Perform assigned tasks under supervision. Follow written and verbal instructions.

·         Establish and maintain positive relationships with executive level management, other managerial and supervisory staff, and other Team Members.  Work well alone or within a team.

·         Present facts and recommendations in oral and written form. Prepare written reports and correspondence to upper management as required.

·         Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.

·         Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.

·         Must be willing and able to work nights, weekends and holidays.

EMPLOYMENT AUTHORIZATION, WORK CARDS

 Must be able to provide the following cards or work authorization documents: All documents required to show the incumbent is eligible to work in the United States.  Required to pass a drug test.  It is the responsibility of the Team Member to have all appropriate document(s) current and valid at all times.

1 Valid Documentation as required for I-9 Form

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of the job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit and use hands to finger, handle or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, climb or balance and stoop, kneel, crouch or crawl. The Team Member must be able to lift at least 20 lbs. and push, pull or drag up to 50 lbs.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

 WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job.  The Team Member is occasionally exposed to fumes or airborne particulates, including second-hand environmental smoke. The noise level in the work environment is mostly moderate and on some occasions loud. The Team Member may be exposed to heat and cold and all weather conditions depending on department area. The Team Member may rarely be exposed to the risks associated in attempting to resolve issues with irate or difficult people.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This Enterprise promotes a drug-free work environment.

PUBLIC RELATIONS

Important attributes of any team member of OMDA-7 CLANS, along with the official performance of duties, are personal appearances and public relations.   Each Team Member is expected to make every effort to be well informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel.  An optimistic attitude, patience, and tolerance will help each Team Member in nearly all situations at the institution.

DISCLAMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.