grand sierra resort & casino
SUMMARY This position provides positive, personalized service from first contact until reservation completion, while encouraging repeat business by demonstrating exceptional guest service. This position requires exceptional enthusiasm for guest service, as well as deep knowledge of the properties room product offerings.\u00a0 ESSENTIAL DUTIES AND RESPONSBILITIES Courteously answer incoming guest telephone calls, assist them in the process of making\/changing\/cancelling a reservation in the most efficient manner. Anticipates guest needs and\/or engages guest to capture all possible sales as well as up-sell opportunities, and recommends appropriate solutions to each unique guest interaction to maximize revenue opportunities. Provide guests with accurate and sufficient information for their stay, including advisements of other venues available on property. Provide service that meets or exceeds industry benchmarks, as well as property targets. Inputs guest information into the property management system, ensuring maximum data integrity and accuracy. Secures proper payment methods, as well as advance deposit. Work with internal and external customers to provide optimal guest service. This includes contact with various departments in an effort to provide\/obtain pertinent information needed to ensure proper guest service is provided. Lift, move, carry materials or carry reports and supplies weighing a maximum of 20 lbs. on an intermittent basis. Stand, walk, bend (at neck & waist), reach (above & below shoulder level), and squat for duration of shift, walking 2-4 miles during an 8-hour shift. Simple grasping, repetitive use of the hands and fine hand manipulation is required to complete essential functions. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules that reflect the business needs of the Hotel. Comply with hotel rules and regulations for the safe and efficient operation of Hotel facilities. Other duties as assigned within the scope of this job description. EDUCATION AND\/OR EXPERIENCE High School graduate or similar equivalent. At least 2 years previous work experience in Hotel Reservations\/Hotel Operations, or similar experience, which provides the required knowledge, skills, and abilities is highly preferred. KNOWLEDGE\/SKILLS\/ABILITIES Ability to type at a minimum of 35 WPM. Ability to listen to the customer, anticipate guest needs, and deliver excellent guest service. Ability to enter information accurately, efficiently and effectively, in a timely manner into the property management system in accordance to policies and procedures to facilitate efficient search and retrieval of information. Ability to work in a fast-paced and busy environment, maintain physical stamina and proper mental attitude, ability to deal effectively with management, employees and outside contacts while working under pressure and meeting deadlines, strong leadership qualities and sound judgement with effective decision-making and problem-solving skills. Excellent customer service skills Previous experience using a hotel Property Management Systems, Agilysys LMS preferred. Grand Sierra Resort provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Grand Sierra Resort complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Grand Sierra Resort expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Grand Sierra Resort\u2019s employees to perform their job duties may result in discipline up to and including discharge.
grand sierra resort & casino
Website : http://grandsierraresort.com
Grand Sierra Resort Corporation has a spectacular vision and redevelopment plan to transform the 145-acre property into a world-class resort and casino. The master plan features many enhancements including one of the industry's most sought after hotel condominium projects and the nation's largest indoor water park. The property currently offers 1,995 spacious guest rooms and suites, 200,000 square feet of meeting and convention space, ten outstanding dining options, unparalleled recreation and entertainment.