Casino Reservations Agent Part Time Varied Shifts

Sparks, NV, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

employee recognition programs

Professional development opportunities

team environment

Employee Discounts

Job Description

The Nugget Casino Resort is a renowned hospitality and entertainment venue offering a comprehensive range of services including hotel accommodations, dining experiences, and event hosting. Known for its welcoming atmosphere and dedication to guest satisfaction, the Nugget stands out as a preferred choice for travelers, vacationers, and event attendees. This establishment thrives on providing exceptional customer service and a memorable experience to all guests, making it a leader in the hospitality industry in its region. The resort features diverse amenities such as multiple room types, packages tailored to different guest needs, various dining options, and an array of entertainment and event opportunities. It embraces modern technology and operates with a team-oriented culture to maintain high standards of operations and service.

The role available at the Nugget Casino Resort is a Reservations Agent position, primarily responsible for managing hotel room reservations, dining bookings, and the sale of event tickets efficiently and courteously. This position plays a critical role in maximizing the resort's revenue through upselling while ensuring a seamless guest experience. The agent is expected to be knowledgeable about all aspects of the resort’s services including room types, available packages, rates, dining venues, and special events. A key function of this position is to handle customer inquiries both over the phone and electronically, offering alternative options and detailed information about availability, pricing, and amenities.

The Reservations Agent is tasked with maintaining accurate records of reservations and coordinating with multiple departments to uphold a high level of service. The ability to communicate clearly, listen attentively, and respond positively to guests’ needs is vital. The role requires a professional demeanor and resilience when dealing with difficult customers, all while promoting the resort's offerings. Familiarity with the Nugget’s policies, safety protocols, and recognition systems is essential to support operational excellence and foster a positive team environment.

Working in a dynamic environment that can include fluctuating noise levels, variable lighting and temperature, and occasional exposure to smoke, the Reservations Agent must be adaptable. The job involves periods of sitting, standing, and walking, with some physical demands such as lifting up to 50 pounds. The position is suitable for those who thrive in fast-paced settings and possess a customer-first attitude. Employees are expected to show regular and predictable attendance and contribute to maintaining the resort’s reputation through professionalism and teamwork. This full-time role reports directly to the Reservations Supervisor and requires an employee gaming registration due to the casino environment. Experience in a high-volume call center within a casino or hotel setting is preferred, as is proficiency with reservation and telephone systems such as Agilisys LMS (PMS). The work environment may also involve outdoor duties during special events, requiring flexibility and a positive attitude.

Job Requirements

Minimum 21 years of age
minimum typing speed of 35 wpm required
high school diploma or equivalent
ability to communicate effectively both verbally and in written form in English
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
ability to walk, stand, or sit for extended periods of time
ability to lift and move product up to 50 lbs
fine finger manipulation
willingness to work indoors and outdoors during special events
regular predictable attendance

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
ability to communicate effectively both verbally and written in English
employee gaming registration required

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