Lead Reservations Coordinator

Overview

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Responsibilities

• Supervise the general performance of the reservations staff.
• Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
• Provide superior service via phones, e-mails and faxes as a receiver and caller.
• Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, upset customers and employees.
• Understand the impact of attitude when speaking with guests and employees.
• Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the customer and draw them back to our resort for future visits.
• Apply proper telephone etiquette to satisfy various customer situations.
• Assist with providing reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the hotel.
• Provide assistance with questions regarding the Company and Special Events.
• Consistently be above 35% conversion on a monthly, quarterly and yearly basis.
• Assist with filing when needed.
• Respond to email correspondence in a timely and professional manner.
• Charge credit cards as required on 3rd party reservations or when deposits are due with both individual and group reservations.
• Ability to train new Reservations Specialists utilizing the tools provided by the department and human resources.
• Process credit card authorization as needed.
• Display time flexibility towards shifts as per work floor requirements.
• Monitor Team Member calls to ensure correct sales tactics are being utilized.
• Adhere to all company policies and procedures.
• Other duties as assigned my management.

Qualifications

• High School diploma or equivalent.
• Proficient in relevant computer applications (Office, Word, Excel, HMS, Hotel Extranets).
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Experience within call center or customer service environment preferred.
• Knowledge of administration and clerical processes.
• Strong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills.