Yaamava' Resort & Casino at San Manuel
Hotel Reservation Agent
Yaamava' Resort & Casino at San Manuel, Highland, California, United States, 92346
Under the direction of the Supervisor, Revenue & Reservations, the Reservations Agent is responsible for assisting potential and current guests with all room sales needs and inquiries while meeting the Forbes Travel Five Star guidelines. This role performs as the “voice” of the Hotel and the first impression for guests. It provides best‑in‑class guest service through attentive and efficient room sales bookings and updates, while maximizing room revenue and occupancy. The Reservations Agent adheres to all health and safety policies and procedures set by the enterprise and contributes to an environment which motivates employees to collaborate, learn, perform, and develop their skills.
Essential Duties And Responsibilities
Provides the highest level of services experience to guests during all interactions, using proper hotel verbiage and meeting Forbes Travel Guidelines while aiming to exceed guest expectations.
Answers the phone with courteous, gracious manners and offers personalized service; describes all of the room’s physical elements and presents suitable room types to guests.
Inputs and organizes reservation information, internet and travel agency requests, and internal department communications with appropriate follow‑up; works closely with Casino VIP Services and assists with concierge services and intradepartmental coordination.
Assesses guest requests and inquiries, offering creative suggestions and recommendations tailored to guests’ unique needs; keeps accurate logs of special requests and ensures they are blocked in PMS and Front Desk systems.
Maintains strong understanding of the hotel’s selling strategy, stays current on room inventory status, and strategically upsells rooms, services, and treatments to maximize revenue; remains knowledgeable about hotel operations and amenities.
Performs other duties as assigned to support efficient department operations.
Educational, Experience And Qualifications
High school Diploma or GED required.
Minimum two (2) years’ experience in a customer‑service role required.
Minimum one (1) year of hotel room sales experience preferred.
Knowledge, Skills And Abilities (KSA)
Excellent telephone etiquette and verbal and written communication skills required.
Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed.
Ability to identify and prioritize issues.
Excellent organizational skills.
Strong interpersonal skills.
Friendly and outgoing demeanor.
Ability to multitask.
Bilingual in a foreign language preferred.
Required Licenses, Certifications And Registrations
At the discretion of the San Manuel Tribal Gaming Commission, a gaming license may be required and must be maintained.
No driving responsibilities; role does not require a driver’s license or insurance.
Physical Requirements / Working Conditions – Environment
Primary work environment: climate‑controlled office setting.
Requires travel to meetings, trade shows, and conferences.
May work evening, weekend, and holiday shifts.
Must be able to work in a fast‑paced, high‑demand environment.
Strength sufficient to lift up to 10 pounds occasionally (or a negligible amount frequently).
Sedentary work: predominantly sitting, operating a computer and other office equipment.
Physical activities include balancing, stooping, kneeling, crouching, reaching, and repetitive motions.
Hearing and speech sufficient for conversational and telephonic communication.
Visual acuity sufficient for detailed computer work and reading.
Mobility sufficient for office tasks and travel to events.
Endurance sufficient to sit, walk, and stand for extended periods.
May be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth, and well‑being of its employees. Join our team today!
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Essential Duties And Responsibilities
Provides the highest level of services experience to guests during all interactions, using proper hotel verbiage and meeting Forbes Travel Guidelines while aiming to exceed guest expectations.
Answers the phone with courteous, gracious manners and offers personalized service; describes all of the room’s physical elements and presents suitable room types to guests.
Inputs and organizes reservation information, internet and travel agency requests, and internal department communications with appropriate follow‑up; works closely with Casino VIP Services and assists with concierge services and intradepartmental coordination.
Assesses guest requests and inquiries, offering creative suggestions and recommendations tailored to guests’ unique needs; keeps accurate logs of special requests and ensures they are blocked in PMS and Front Desk systems.
Maintains strong understanding of the hotel’s selling strategy, stays current on room inventory status, and strategically upsells rooms, services, and treatments to maximize revenue; remains knowledgeable about hotel operations and amenities.
Performs other duties as assigned to support efficient department operations.
Educational, Experience And Qualifications
High school Diploma or GED required.
Minimum two (2) years’ experience in a customer‑service role required.
Minimum one (1) year of hotel room sales experience preferred.
Knowledge, Skills And Abilities (KSA)
Excellent telephone etiquette and verbal and written communication skills required.
Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed.
Ability to identify and prioritize issues.
Excellent organizational skills.
Strong interpersonal skills.
Friendly and outgoing demeanor.
Ability to multitask.
Bilingual in a foreign language preferred.
Required Licenses, Certifications And Registrations
At the discretion of the San Manuel Tribal Gaming Commission, a gaming license may be required and must be maintained.
No driving responsibilities; role does not require a driver’s license or insurance.
Physical Requirements / Working Conditions – Environment
Primary work environment: climate‑controlled office setting.
Requires travel to meetings, trade shows, and conferences.
May work evening, weekend, and holiday shifts.
Must be able to work in a fast‑paced, high‑demand environment.
Strength sufficient to lift up to 10 pounds occasionally (or a negligible amount frequently).
Sedentary work: predominantly sitting, operating a computer and other office equipment.
Physical activities include balancing, stooping, kneeling, crouching, reaching, and repetitive motions.
Hearing and speech sufficient for conversational and telephonic communication.
Visual acuity sufficient for detailed computer work and reading.
Mobility sufficient for office tasks and travel to events.
Endurance sufficient to sit, walk, and stand for extended periods.
May be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth, and well‑being of its employees. Join our team today!
#J-18808-Ljbffr