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This position is responsible for handling hotel room reservation requests for the Sandia Resort & Casino in an efficient, courteous manner to achieve maximum efficiency. The Reservation Agent thanks callers for contacting the property, greets guests warmly, and uses the guest's name at least three times during the call. They provide superior customer service, positively affecting interactions with customers and employees, and must have the resiliency to deal with difficult customers in all types of business conditions while working harmoniously with co-workers. The agent provides customers with information on all room types, packages, and rates, describing rooms in a manner that will up-sell the hotel. They offer alternatives to callers when the initial request cannot be achieved and use basic sales techniques to upsell rooms and room types to increase profitability. The agent checks availability for all requested dates through the computer to ensure current and accurate status of the hotel is given, keeps abreast of all functions and special events pertaining to the Sandia Casino Hotel Resort experience, and follows through on all changes pertaining to guest reservations. They cooperate and coordinate with all related departments to provide the best possible service and are responsible for understanding goals and selling guidelines along with the measurable service standards that are to be followed in the position.
