Resort Operator l

Description

Answer internal and external telephone calls in a friendly and courteous manner, direct calls using the resort (PBX) system. Process guest wake‑up calls. Take and distribute messages for resort guests, provide information on guest services, and answer inquiries about public resort events. Provide a paging service for resort guests and employees. Assist in the coordination of communications within the resort including emergency procedures, alarms, life safety, and natural disasters.

Makes individual, group and package reservations and advance deposits.

• Promptly answer telephone calls and greet callers with a positive and clear voice. Use listening skills to put callers at ease and obtain accurate, complete information.
• Direct calls to appropriate guest rooms, staff or departments.
• Record and relay complete and accurate messages. Read and verbally recite exact messages for guests.
• Receive and record wake‑up call requests. Perform wake‑up calls in a timely manner.
• Page guests and employees using the public address system in a courteous and understandable manner.
• Provide information to callers regarding the facility and upcoming events.
• Initiate emergency response as necessary and legibly document pertinent details. Remain calm and polite especially during emergency situations and/or heavy resort activity.
• Record the time and attendance of Directors and Managers.
• Resolve and/or refer to management all guests requests, concerns, complaints, and suggestions quickly, efficiently and courteously in a continuous effort to provide exceptional guest service. Does not exceed realm of specified authority.
• Process reservations by mail, telephone, and fax, etc.
• Determine room rates based on the selling tactics of the hotel.
• Prepare confirmation letters.
• Communicate reservation information to the front desk.
• Process cancellations and modifications and promptly relay this information to the front desk.
• Be familiar with the Players Club and encourage all guests to utilize this service.
• Process advance deposits and telephone credit card authorizations.
• May cross‑train with the Front Office and assist when necessary.
• Maintain a neat and clean appearance of the reservations office and all other work areas at all times.
• Maintain a clear and concise communication with Front Office Lead Receptionist and/or Front Office Supervisor/Manager throughout each shift.
• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of faxes received using the message function of the Micros System.
• Create and/or run reports as needed.
• Verify credit card authorizations for processing advance deposits.
• Perform and assist with other duties and responsibilities set forth by the Front Office Manager and Hotel Manager.

• High school diploma or GED required.
• 3 months multi‑line phone experience required.
• Prior hospitality and/or communications experience preferred.
• 18 years of age or older.
• Ability to effectively deal with employees and guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to listen effectively and speak clearly on the telephone in a polite and understandable manner.
• Ability to accurately input information using a moderately complex computer system.
• Perform general clerical work, maintain records, and operate a variety of business office machines in the performance of assigned tasks.
• Must be able to read and comprehend written instruction.
• Communicate effectively both orally and in writing; understand and follow oral and written instructions.
• Ability to sit and continuously perform essential job functions for extended periods of time.
• Must be able to obtain a Class I Gaming License.
• Maintain a neat, clean and well‑groomed appearance (specific standards available).