Room Reservations Agent

Job description

Provide guests with a friendly and efficient service by answering incoming calls for the purpose of selling and reserving hotel rooms in a high volume call center for multiple properties.

Job Functions

• Answer incoming customer calls.
• Cross sell room reservations across multiple properties.
• Access LMS, RMS, and CMS systems and be able to make informed decisions regarding comps, discounted and full rate rooms for hotel guests.
• Possess knowledge of rates, room types, room availability, hotel policies and procedures.
• Resolve customer complaints and answer guest inquiries regarding hotel services, events, directions, local attractions, etc. in a friendly, professional manner.
• Utilize computer systems to run and compile necessary related reports.
• Other duties as assigned by management.

Qualifications

• High school diploma or equivalent required.
• One year experience in a call center required with hotel industry experience preferred.
• Ability to communicate with guests and Boyd Team Members in English.
• Ability to utilize basic office/call center equipment not limited to: computer, headset and telephone.
• Must be able to work flexible shifts.
• Able to stand for long periods of time.
• Detail oriented and able to multitask.
• Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations.