Reservations Specialist

Role:  Support the Resort in making room reservations, ensuring vouchers/tickets are issued, and assisting the front office team in pre-arrival planning. The Reservation Specialist will assist and support Revenue Manager with all job related tasks. The Reservation Specialist will also serve a Front Office support for PBX and Front Desk as needed.  Perform job responsibilities satisfactorily and to according to department standards.    Adheres to all Company, Safety and Department policies and procedures.  Fosters team work and provides excellent guest service, anticipates guest needs to exceed guest expectations.  Builds brand loyalty by living the Merlin Core Values.

• Assist Resort in making room reservations for guests. 
• Assist and support Revenue Manager with loading rates and inventory management through all selling channels and in Opera
• Liaise with the Merlin call center.
• Assist with OTA and other travel agent management
• Ensure that vouchers are collected and posted as needed.
• Assist in pre-arrival planning.
• Assist in helping Front Office at very busy times-Front Desk and PBX.
• Attend to each call in a courteous and efficient manner, using appropriate telephone etiquette.
• Dispatch/follow up with appropriate personnel to satisfy guest requests and resolve guest issues.
• Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

Work is performed in a office environment and in other locations throughout the property.  Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.  The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.  A casino environment typically allows smoking.

• Interacts with management, applicants, fellow Associates and/or guests.
• Ability to verbally communicate effectively with guests and coworkers
• Requires prolonged sitting or standing and mobility. 
• Requires bending and reaching.
• Requires transporting, pushing, pulling, and maneuvering items weighing up to 50 lbs.
• Requires lifting items weighing up to 50 lbs.
• Prolonged periods of standing and/or walking 
• Requires eye/hand coordination. 
• Requires use of standard office equipment.
• Requires basic math. 
• Requires the ability to distinguish letters, numbers and symbols.  
• Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.
• Exposure to cleaning chemicals

• Must be literate and able to communicate in English.
• Must possess a high school diploma or GED. College or technical training preferred.
• Must have a minimum of six months experience in hotel front office operations.
• Excellent customer service skills and telephone etiquette.
• Must possess basic computer skills to include Word, Excel, Internet and e-mail.