Reservations Specialist

Overview

The Atlantis Casino Resort Spa is seeking a Reservation Specialist to join their team. This position is vital to the company's continued success, assisting guests in making travel plans and booking accommodations.

Responsibilities

• Expert communicator with strong listening and communication skills
• Provide superior service via phone, email, and fax
• Incorporate active listening and questioning techniques for effective communication and sales
• Handle special telephone tasks like call transfers, taking messages, and call backs professionally
• Deal with job stress, angry callers, and upset customers with a positive attitude
• Build rapport with guests to create a pleasant experience and encourage repeat visits
• Assist with providing reservations, upselling packages, and cross-selling services
• Answer questions about the company and special events
• Achieve a conversion rate of over 35% monthly, quarterly, and annually
• Assist with filing and produce daily and weekly rate comparisons
• Display time flexibility to meet work floor requirements
• Adhere to company policies and procedures
• Perform other assignments as assigned by management

Qualifications

• Previous experience in call centers or customer service preferred
• Clear speaking voice and strong interpersonal, analytical, and organizational skills
• Proficient in relevant computer applications (Office, Word, Excel, HAL, LMS, Hotel Extranets)
• Knowledge of customer service principles and practices
• Knowledge of administration and clerical processes
• Adhere to appearance standards, including no visible tattoos/piercings or unnatural hair colors

Benefits

• Comprehensive benefits package including medical, dental, vision, supplemental coverage, and 401K retirement savings plan with a discretionary match
• Tuition reimbursement program
• Paid vacation and holiday pay
• Weekly resort prizes

Company Culture

Atlantis Casino Resort Spa fosters a team-oriented environment focused on recognizing and appreciating its team members. This is achieved through comprehensive benefits, education tuition reimbursement, paid vacation, and holiday pay, along with internal advancement opportunities and a focus on building a talent ecosystem in collaboration with local institutions.