Lead Reservations Coordinator at Monarch Casino & Resort in Atlantis Reno

Job description

At Atlantis Casino Resort Spa , we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging. Overview: Come join Team Atlantis! The Atlantis Casino Resort Spa Lead Reservations Coordinator position is vitally important to the continued success of the company. Lead Reservations Coordinator supervise the general performance of the reservations staff as well as provide assistance and training when needed. Lead Reservations Coordinator help guests make travel plans. They describe ideal hotel accommodations, provide room rates, and reserve dining, help arrange spa services and other vacation-related arrangements over the phone, fax or through email. To be successful, agents must have a clear speaking voice and demonstrate strong interpersonal, supervisory, analytical and organization skills. Responsibilities: Supervise the general performance of the reservations staff. Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner. Provide superior service via phones, e-mails and faxes as a receiver and caller. Ability to incorporate active listening skills and questioning techniques that support effective telephone communication and sales skills. Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. Effectively deal with job stress, angry callers, upset customers and employees. Understand the impact of attitude when speaking with guests and employees. Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the customer and draw them back to our resort for future visits. Apply proper telephone etiquette to satisfy various customer situations. Assist with providing reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the hotel. Provide assistance with questions regarding the Company and Special Events. Consistently be above 35% conversion on a monthly, quarterly and yearly basis. Assist with filing when needed. Respond to email correspondence in a timely and professional manner. Charge credit cards as required on 3rd party reservations or when deposits are due with both individual and group reservations. Ability to train new Reservations Specialists utilizing the tools provided by the department and human resources. Process credit card authorization as needed. Display time flexibility towards shifts as per work floor requirements Monitor Team Member calls to ensure correct sales tactics are being utilized Adhere to all company policies and procedures. Other duties as assigned my management. While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus. Qualifications: TECHNICAL / PROFESSIONAL KNOWLEDGE: High School diploma or equivalent Proficient in relevant computer applications (Office, Word, Excel, HMS, Hotel Extranets) Knowledge of customer service principles and practices Knowledge of call center telephony and technology Experience within call center or customer service environment preferr