Position Summary

This position is responsible for handling hotel room reservation requests for the Sandia Resort & Casino and maintaining communication between customers, guests, and staff.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Provides superior customer service, positively effects interactions with customers.
2. Be prepared to give customers information on all room types. Describes rooms in a positive and informative way.
3. Stays current with hotel occupancy, rates and packages. To be able to provide accurate status of the hotel.
4. Stays up to date with all functions and special events pertaining to the Sandia Resort experience.
5. Makes changes to guest reservations when needed.
6. Cooperates and coordinates with Player Development, Sales, and Front Office departments to provide the best possible service.
7. Operates a computer-based telephone system routing internal and external calls to appropriate departments.
8. Handles and tracks all guest related issues and their needs using EAM software.
9. Utilizes the property management system in support of Front Desk staff including room charges, guest privacy, etc.
10. Confirms guest wakeup call requests into IP Agent telephone system.
11. Places out of state and international calls.
12. Coordinates specific information to both internal and external inquirers, as required.
13. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

1. Perform other job-related duties as assigned.
2. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of telephone consoles and related equipment.
2. Capacity to promote positive guest relations with all telephone callers.
3. Ability to work cohesively with co-workers as part of a team.
4. Capacity to work with minimal supervision.
5. Aptitude to remain in a stationary position for extended periods of time.
6. Must have good interpersonal communication skills.
7. Must have good computer skills.
8. Ability to verify data input and correct errors.
9. Knowledge of dialing procedures, including long distance, international and internal.
10. Basic data entry and/or word processing skills.
11. Knowledge of policies and procedures for the imparting of directory information over the telephone.

Education and Experience

Required:

1. One (1) year experience in Customer service
2. High School diploma or GED equivalent required.

Preferred:

1. One (1) year experience in Hotel/Call Center

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

1. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
2. Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines.
3. Inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
4. Noise: There may be sufficient noise to cause the worker to speak loudly to be heard above the ambient noise level.
5. Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).