Reservationist (Full-Time)

Department: Resort Front Desk | Reports To: RFD Supervisor/Manager | FLSA Status: Non-Exempt | Pay Grade: Grade 3 | Gaming Class: Compact/Gaming License Required

About the Role

The Reservationist is responsible for handling reservations in a friendly and efficient manner and quoting available rates to maximize room revenue and average rate according to Fortune Bay Resort Casino Guest Service Standards.

Responsibilities

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Maintain a warm and friendly demeanor at all times.
• Answer guest inquiries about hotel services, facilities, and hours of operation.
• Book room reservations while focusing on maximizing room revenue and average rate using standard company rate quoting scenarios.
• Maintain accurate guest profiles and reports.
• Provide customers with driving directions to the property and other area attractions.
• Maintain a strong knowledge of facility-wide events, including understanding and promoting the Wild Edge Players Club.
• Answer incoming and in-house phone calls in a friendly, courteous, and professional manner; provide callers with requested information regarding property and in-house promotions.
• Update reservation information and maintain accurate records of bookings, cancellations, and payments.
• Work with customers over the phone, in person, or via email to provide excellent customer service.
• Fulfill reservation requests by determining room availability to meet customer needs.
• Verify customer information and payment options.
• Assign rooms and respond to customers with confirmation emails or letters.
• Perform any other duties as assigned.

Requirements

• High school diploma or equivalent (GED) required.
• Must be at least 18 years of age.
• Basic computer proficiency, including experience with Microsoft Office and the ability to learn hotel property management systems.
• Basic mathematical skills with the ability to accurately perform calculations, reconcile financial transactions, and balance reports.
• Ability to work independently with minimal supervision, including overnight shifts.
• Strong attention to detail and organizational skills.
• Excellent customer service and interpersonal communication skills.
• Ability to maintain confidentiality while handling guest information and financial records.
• Ability to obtain and maintain any required gaming license, if applicable.
• Ability to work overnight, weekends, holidays, and other shifts as business needs require.

Preferred Qualifications

• Excellent communication skills.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Strong computer skills.
• Willingness to work weekends and holidays.

Work Environment

The work environment is fast-paced and requires overall good mental and physical health.

Physical Demands

• 8+ hours per day at a standing desk/computer; standing and walking frequently throughout the workday.
• Bending and light lifting up to 30 pounds occasionally.
• Using a telephone and entering data at a computer terminal.
• Ability to tolerate various scents, noises, and bright lights.

Preference is given to qualified Native Americans in hiring, including members of the Bois Forte Band, other federally recognized tribes, and status Natives born in Canada.