12 Tribes Colville Casinos Employment

Reservation Agent

12 Tribes Resort Casino

Salary Grade: $12.47 - $13.09 DOE
Reports To: Front Office Manager
FSLA Classification: Non-exempt
Closing Date: Next review on 6-26-17


Creates Guest Hotel reservations and all other activities related to the reservation center.  Achieve results in accordance with the objectives; performance quality standards established by the 12 Tribes Resort and Casino.

Essential Functions:

  • Ensures compliance with the Colville Confederated Tribes and 12 Tribes Policies and Procedures.

  • Answer all telephone calls within three rings

  • Presents a friendly, professional, non rushed approach when answering phones.  Follows proper phone etiquette and consistently provides a first class guest reservation experience.

  • Obtains all desired reservation information quickly, accurately and pleasantly.

  • Answers guest’s questions about the hotel and local area or inquiries pertaining to hotel services, reservations, and shopping, dining entertainment and travel directions.

  • Maintains a positive upbeat attitude, be highly in tune to guests questions and needs.  Works to ensure that their special requests are properly handled, anticipate the guests’ needs.

  • Monitors the perpetual inventory of rooms to be sold at all times.

  • Work with the hotel computer system to maintain updated accurate reservation information on all guests;

  • Use proper interpersonal skills when dealing with customers and employees.

  • Works as a team with other employees to maintain the best service standards available.

  • Successfully answers phone. 

  • Is knowledgeable of the total property’s facilities.  Up sells and suggests the use of the casino and hotel’s amenities.

  • Helps prepare daily, weekly, and monthly forecast reports on reservation activity.

  • Follow call scripting developed by management staff and maintain proper call control.

  • Have knowledge of the player’s advantage club and its policies and procedures.

  • Complete any reasonable work requested by supervisor or manager in a timely manner.

  • Ensure gust confidentiality standards are followed.

  • Responsible for maintaining a good attendance record.

  • Ensure control/protection of the company’s assets.

  • Maintain complete knowledge at all times of:

    • all hotel features/services, hours of operation.

    • all room types, numbers, layout, decor, appointments and location.

    • all room rates, special packages and promotions.

    • daily house count and expected arrivals/departures.

    • room availability status for any given day.

    • scheduled daily group activities

  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

Knowledge and Abilities:

  • High school diploma or GED.

  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.

  • Must be able to read and write to facilitate the communication process.  

  • Requires good communication skills, both verbal and written.

  • Must possess basic computational ability.  

  • Must possess basic computer skills with working knowledge of Microsoft programs and other computer software.

  • Must be able to type at least 32 WPM.

    General knowledge of the city where hotel is located and its attractions.

  • Extensive knowledge of the hotel, its services and facilities.

  • One year of customer service experience required; face to face interactions with guests or customers on a daily basis desired.

  • Previous Hotel experience preferred.

  • Previous Front Office or Guest Services experience preferred.

  • This position is subject to pre-employment drug testing and criminal history background check.

  • Must receive and maintain a valid gaming license from the Tribal Gaming Commission.

  • Tribal preference will be observed in the hiring process.

Physical Demands:

  • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel

  • Environmental systems.

  • Must be able to stand and exert well-paced ability for up to 4 hours in length.

  • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

  • Must be able to exert well-paced ability in limited space.

  • Must be able to lift up to 50 lbs

  • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

  • Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

  • Ability to spend extended lengths of time viewing a computer screen.

These requirements need to be met to represent knowledge, skill and/or ability to perform job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Drug test required in accordance with CTFC policy. CTFC is an Indian preference employer.