Reservations Specialist

About the Role

Atlantis Casino Resort Spa is a premier destination for luxury gaming and hospitality in Reno, Nevada. As a family‑owned business, we prioritize lasting relationships with guests and the community, delivering unforgettable moments through exceptional gaming, exquisite dining, and indulgent spa services.

We are currently accepting applications for a Reservations Specialist. The Reservations Specialist is vital to our continued success, helping guests make travel plans, describing and booking ideal hotel accommodations for VIP and non‑VIP guests, booking special events, providing room rates, reserving dining, and assisting with spa services and other vacation‑related arrangements via phone, fax, or email.

Responsibilities

• Expert communicator able to listen effectively and communicate in a clear, friendly, and professional manner.
• Provide superior service via phones, e‑mails, and faxes as both receiver and caller.
• Incorporate active listening skills and questioning techniques to support effective telephone communication and sales.
• Handle special telephone tasks such as call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, and upset customers.
• Understand the impact of attitude when speaking with guests.
• Build positive rapport with all manner of guests over the phone to create a pleasant experience and encourage future visits.
• Apply proper telephone etiquette to satisfy various customer situations.
• Assist with providing reservations, including upselling special packages, upgraded rooms, and cross‑selling hotel services.
• Provide assistance with questions regarding the company and special events.
• Consistently achieve above 35% conversion on a monthly, quarterly, and yearly basis.
• Assist with filing when needed.
• Produce daily and weekly rate comparisons for area hotels using the Internet and telephone.
• Demonstrate strong communication, proper telephone etiquette, active listening, data entry, patience, good judgment, attention to detail, professionalism, proactive problem solving, multitasking, negotiation, and excellent computer skills.
• Display time flexibility toward shifts as required by work floor needs.
• Adhere to all company policies and procedures.
• Complete other assignments as directed by management.

Qualifications

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

Benefits

• Comprehensive benefits (medical, dental, vision, supplemental coverage).
• 401K retirement savings plan with discretionary match.
• Education tuition reimbursement program.
• Paid vacation.
• Holiday pay.
• Weekly resort prizes.
• Career development and training workshops.
• Free daily meal.
• Opportunities for internal advancement.