Job Description

  POSITION:   Reservation/PBX Operator

  WAGE: $16.50/HR.   

POSITION SUMMARY : Answers and distributes all incoming calls for the entire property and provides assistance as required. Makes/Modifies reservations. Operates a multi-line telephone. Provides back up to the Hotel and Front Desk as required. Responsible for operations of telephone switchboard during assigned work shift and provides concierge services to guest to better enhance guest experience.

ESSENTIAL DUTIES: Specific areas of responsibility included, but not limited to:

• Answer telephone calls within three rings in a pleasant and professional manner. Route calls to appropriate party, take messages, assist callers with inquiries and reservations. To ensure privileged and confidential information is protected and to reduce noise in the work area, Reservation/PBX Operators must wear headsets at all times while providing telephone services.
• Make/Modify reservations, set up packages, and be able to read and understand folios.
• Apply deposits, discounts, authorize credit cards via OTS Virtual Card or Advance Deposit, and make notations regarding special requests.
• Review future reservations for accuracy from 1 to 7 days out.
• Call and email guests to confirm and finalize reservations (add notes, traces, and alerts for maximum communication within the department).
• Disperse radio calls to appropriate departments as necessary, document radio calls or guest request, while consistently exercising proper radio etiquette.
• Maintain current knowledge of Casino services, amenities, venues, promotions, and events, as well as local area and regional attractions to share with guests.
• Cross-train for Front Desk duties including but not limited to reservations, check-in, checkout, cash handling.
• Update, maintain, and distribute current phone list.
• Perform other duties as assigned.  

QUALIFICATIONS:

Opportunities for Internships, Apprenticeships, and Coordinated Work Study programs may be available in lieu of formal education and work experience requirements for this position for enrolled members of the Yavapai-Apache Nation.

· Education: High School diploma, or Equivalent required.

· Knowledge, Skills, and Abilities:

o Basic computer knowledge, be familiar with Microsoft Office products.

o Type 30 WPM.

o Familiarity with Zingle, our guest communications system, preferred.

o Possess effective communication (verbal) skills.

o Able to effectively operate a multi-line telephone switchboard within 1 month of employment

o Able to multi-task assigned duties.

· BE at least 18 years of age.

· Able to demonstrate eligibility to work in the U.S.

· Participate and pass pre-employment drug screening and background investigation to obtain and maintain a valid Gaming License.

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