Central Reservations Agent - CEDCO: The Mill Casino Hotel & RV Park : Job Details

Let's Be Friends!

At The Mill Casino, there's nothing better than being around your friends, and that's exactly the atmosphere we want to create here. We want team members to feel like they're welcomed with the unique experiences and growth we can offer. Come be part of the special atmosphere and hospitality of the hotel, or the welcoming, fun and friendly character of the restaurants and casino. Join our team in its dedication to be the leading destination for gaming and hospitality on the beautiful, southern Oregon coast!

CENTRAL RESERVATIONS AGENT:

BASIC FUNCTION (the primary purpose of this position):

This position is responsible for Hotel, RV Park and Special Event guest reservations. This position is also responsible for answering the entire main Mill Casino phone lines and forwarding all calls appropriately and in a timely manner.

PRINCIPAL ACTIVITIES & RESPONSIBILITIES:

• Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
• Makes individual Hotel, RV Park, and special event reservations/arrangements.
• Draft responses to emails and inquiries received from guests.
• Follows proper phone protocols and property transfer procedures.
• Provides information to guests about the property, promotions, programs, events, and benefits.
• Represent The Mill professionally and positively on the telephone and in person.
• Consistently demonstrates the inclusion of Million Dollar Service in each interaction, including electronic communications and/or over the telephone.
• Work closely with VIP Services, the Hosts and Player Development Manager to ensure accuracy of guest bookings.
• Responsible for knowing rates to be quoted daily and for future reservations.
• Employs sales techniques in order to upsell and close the reservation process.
• Reserve any special accommodations as requested by the guest; properly input and confirm with caller reserved information.
• Completes required paperwork as designated by the department.
• Use appropriate greetings, listens to and responds to guests needs appropriately.
• Perform Data entry, clerical, and filing duties.
• Responsible for inter-departmental training, as well as assisting in the training of Guest Service Agents, VIP Service Representatives, Hosts and RVP Agents.
• Coordinate with Host for Special events and promotions.
• Foster relationships and promotes use of Mill Club Program and membership.
• Assist players with information on services available and coordinates all necessary arrangements as required.
• Utilizes Visual One and KMan systems to extract data for required information.
• Utilizes player-rating system for comp worth determination. Uses system to determine gaming customers for room assignments or special event invitations.
• Maintains security and confidentiality of files, records, and lists.
• Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.
• Offers alternatives to guests as deemed appropriate.
• Anticipate and provide for guest needs in advance of request.
• Assist in coordinating and executing special events and Mill Club promotions.
• Responsible for adhering to departmental and company performance standards.
• Must be able to work in a small environment with others and ability to work professionally and communicate effectively in a positive manner.
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
• Stay informed about all property events, initiatives, products, and services focused on and/or relating to Mill Club guests.
• Other duties as assigned.

POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):

• Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies
• Must be able to type 45 wpm, excellent phone voice, computer experience essential, including all Windows applications.
• Preferred front desk, call center and/or 2 years customer service experience.
• Knowledge of the Mill Club Program and comping criteria a plus.
• Must have excellent writing and proof reading skills. Previous experience required.
• Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
• Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
• Ability to sit for long periods of time.
• Must possess a pleasant and easily comprehensive voice.
• Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
• Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
• Able to read, write, speak and understand English;
• Able to work flexible hours, varying shifts, holidays and weekends.
• Ability to work in a highly structured and measured environment.
• Must be able to work in a fast paced environment while maintaining a low level of stress.
• Ability to memorize data concerning various events, promotions, and services.
• Maintains a high level of quality and accuracy in their performance.
• Communicate in a professional and poised manner, using crisp. Clear and concise language.
• Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.

This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.