Hotel Reservation Coordinator

·Coordinate and manage hotel room blocks for groups, events, tournaments, promotions, and special occasions.

·Serve as the primary point of contact for group organizers, event planners, and internal department regarding room blocks.

·Create, modify, and maintain group blocks in the property management system (PMS).

·Monitor block pickup, release unused rooms by designated cut-off dates, and communicate updates as needed.

·Ensure group rates, policies, and contracts are accurately applied and followed.

·Work closely with Sales, Marketing, Casino Hosts and Hotel Management to support group and VIP stays.

·Respond promptly to inquiries related to group availability, rates, and policies.

·Maintain accurate records, contracts, and confirmations for all group bookings.

·Communicate clearly with Front Desk and Operations teams regarding upcoming groups and special arrangements.

·Responsible for prompt handling of all incoming and outgoing calls in a courteous and efficient manner.

·Handles guest complaints and takes appropriate action to resolve in a timely manner.

·Informs management when guests are dissatisfied or experiencing a problem and offers resolution.

·Conducts guest call-backs to ensure satisfaction.

·Handles all requests for hotel room reservations via telephone, mailed correspondence, rooming lists, and in-house requests.

·Must be effective in sales and upselling.

·Performs entry of hotel reservation information into property management system.

·Follows all accounting procedures according to guidelines to ensure proper revenues and payments on accounts are received and credited.

·Performs light clerical work to include but not limited to envelope stuffing, filing, faxing, and copying.

·Assists guest by directing them to appropriate areas and contacts department for guest needs.

·Routes emergency calls appropriately.

·Maintains up-to-date information of all hotel and casino events, as well as regional activities to ensure guests will receive accurate and prompt information when requested.

·Complies with all reasonable requests made by management.

·Adheres to all gaming laws and regulations.

·Delivers quality service that meets the guest needs

·Works in a clean, sanitary, safe, and organized manner abiding by all health and safety regulations

·Maintains a professional appearance and acts as a role model according to the established grooming and appearance policy.

·Stay informed on department and property knowledge and promotions

·Performs all other duties as assigned.

QUALIFICATION REQUIREMENTS

·Previous casino/hotel industry experience preferred.

·High school diploma or general education degree (GED) required.

·Minimum of six months of related experience and/or training.

·Applicants should possess exceptional interpersonal and communication skills and utilize a variety of standard computer systems/office productivity software at an intermediate or advanced level

·Must have the ability to maintain confidentiality at all times.

·Must build and maintain excellent rapport and a superior level of customer service with internal and external customers and team members.

·Must be at least 21 years of age.