Casino Reservations Agent Fulltime Swing Shift

Sparks, NV, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Paid holidays

Career Development

Job Description

The Nugget is a renowned hotel and casino known for its vibrant atmosphere, excellent guest services, and a wide array of amenities designed to provide an exceptional experience for visitors. Located in a bustling entertainment district, the Nugget offers luxurious accommodations, exquisite dining options, and various event venues that cater to both leisure and business travelers. With a focus on delivering top-tier hospitality, the Nugget strives to create memorable stays by combining comfort, style, and outstanding customer care. It is a leading establishment in the gaming and hospitality industry, continuously enhancing its offerings to meet and exceed guest expectations.

The role of Reservation Agent at the Nugget is critical in ensuring a seamless and pleasant experience for guests from the moment they inquire about accommodations or events until their stay or participation is complete. The Reservation Agent is responsible for handling hotel room reservations, dining bookings, and event ticket sales efficiently and courteously. This position plays a pivotal role in upselling the property, maximizing revenue while maintaining superior customer service. Reservation Agents keep informed about all room types, packages, rates, and amenities to effectively describe and recommend options to guests. They must be adept at offering alternatives when guests' initial requests cannot be fulfilled, ensuring satisfaction and continued interest in the Nugget's offerings.

In addition to processing reservations accurately using the Nugget's computer systems, agents must be knowledgeable about current promotions, casino offers, and special events. This knowledge enables them to book reservations or complimentary offers based on player eligibility, contributing to the property's revenue and guest loyalty. The role requires excellent communication and coordination with other departments to provide guests with comprehensive service. Handling difficult customers professionally, addressing concerns promptly, and maintaining thorough records of all reservations are vital responsibilities. The Reservation Agent must also be vigilant about safety standards, reporting unsafe conditions immediately to appropriate personnel.

This position reports directly to the Reservations Supervisor and demands a high level of professionalism, predictability in attendance, and the ability to work independently. The ideal candidate possesses a high school diploma or equivalent, strong typing skills of at least 35 words per minute, experience in a high-volume call center within a casino or hotel environment, and proficiency with Agilisys LMS PMS and telephone systems. Employee Gaming registration is a mandatory requirement for this role. Work conditions may vary, including exposure to smoke and fluctuating temperature and noise levels, with the possibility of working indoors or outdoors during special events. Overall, the Reservation Agent is a vital link in the Nugget's guest service chain, dedicated to enhancing each guest's experience while driving business success through effective reservation management and upselling strategies.

Job Requirements

minimum 21 years of age
minimum typing speed of 35 wpm required
high school diploma or equivalent is required
proficient in the use of Agilisys LMS (PMS) and telephone systems preferred
previous experience in a high-volume call center in a casino/hotel environment preferred
employee gaming registration required
effectively communicate with others both verbally and in written form using the english language
ability to walk, stand, or sit for extended periods of time
ability to lift, and move product up to 50 lbs
fine finger manipulation
work environment may include smoke and variable temperature, lighting, and noise levels
work may be performed indoors and outdoors during special events

Job Qualifications

high school diploma or equivalent
previous experience in a high-volume call center in a casino/hotel environment preferred
proficient in the use of Agilisys LMS (PMS) and telephone systems preferred
employee gaming registration required
effectivelty communicate with others both verbally and in written form using the english language

Job Duties

keep informed of all room types, packages, and rates
describe rooms, venues and amenities in a manner that will up sell the hotel
keep informed of all hotel room, restaurant, and event information, package prices, and offer information in a manner that will result in a sale
offer alternative choices for rooms, and dining (days of week, dates, room types, times) to all callers where the initial request cannot be achieved
check availability and offer details for all requested dates through the computer to ensure current and accurate status is given
read casino offer information and book reservations or complimentary offers based on player eligibility
keep up on all functions and special events pertaining to the Nugget
follow through on all changes pertaining to guest reservations and requests
cooperate and coordinate with all related departments to provide the best possible service
provide superior service to all guests and have the resiliency to deal with the difficult customer
use all the above to provide answers to inquires received electronically
complete department administrative tasks as assigned
knowledge of all facets and outlets of the property
ability to act independently while reading/using written and computer-generated materials
ability to provide clear direction, instruction, and guidance to guests
must be able to listen and respond to guest inquiries in a positive and professional manner
keep proper records of reservations booked
address guest complaints and concerns in a timely and professional manner
establish and maintain effective channels of communication with all levels of the Nugget team and guests
using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate
knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations
perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike
immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager
maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same
regular predictable attendance is required
other duties and responsibilities as assigned