Under the direction of the Spv of Revenue & Reservations, the Reservations Agent is responsible for assisting potential and current guests with all room sales needs and inquiries while meeting the Forbes Travel Five Star guidelines. The Reservations Agent is the “voice” of the Hotel and the first impression for guests. The Reservations Agent provides Best in Class guest service through attentive and efficient room sales bookings/updates, while maximizing room revenue and occupancy. The Reservations Agent adheres to all health and safety policies and procedures set by the enterprise. Contributes to an environment which motivates employees to collaborate, learn, perform, and develop their skills.

Essential Duties & Responsibilities

1. Provides the highest level of services experience to guests during all interactions, in active attempt to reach department and property defined goals and objectives.  Takes reservations using proper Hotel verbiage while meeting Forbes Travel Guidelines. Answers phone with courteous and gracious manners and provides personalized service.  Readily describes all of the room’s physical elements and offers the guest a choice of room type that satisfies their individual needs.  Accommodate arriving and in-house guest requests, ensuring a high level of guest satisfaction at all times while aiming to exceed guest expectations.

2. Accurately inputs and organizes reservation information, internet, travel agency requests, and internal department communications with appropriate follow-up.  Works closely with Casino VIP Services to accommodate players’ needs.  Assists with Hotel Concierge services, guest itineraries and coordination of intradepartmental communications according to established protocols.  Assesses guests’ requests and inquiries, offering creative suggestions and recommendations tailored to guests’ unique needs.  Consistently presents information in a professional manner in both team member and business interactions and always secures confidential and sensitive departmental and guest data. Maintains accurate logs of special requests and ensures requests are blocked in PMS and Front Desk systems. Prepares group guest lists prior to arrival as needed. Controls and blocks rooms as well as pre-blocks for special groups.  Ensures all reservations transferred to PMS or front office system are accurate.

3. Maintains strong understanding of selling strategy for hotel and stays current on status of room inventory.  Strategically and mindfully sells hotel rooms to maximize transient room revenue using up-selling and yield management techniques per enterprise policy.  Upsells rooms, services and treatments according to established enterprise procedures to maximize all hotel outlet revenue.  Knowledgeable in Hotel hours of operations and amenities offerings such as Restaurants, Spa, Pool, Casino Promotions, Event Center, and special events.

4. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

• High school Diploma or GED required.

• Minimum two (2) years’ experience in a customer service role required.

• Minimum one (1) year Hotel room sales experience preferred.

• Excellent telephone etiquette and verbal and written communication skills required.

• Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed.

• Ability to identify and prioritize issues.

• Excellent organizational skills

• Strong interpersonal skills

• Must possess a friendly and outgoing demeanor.

• Must have ability to multi-task.

• Bilingual in a foreign language preferred.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

San Manuel will make reasonable accommodations in compliance with applicable law. 

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!