Eldorado Resorts, Inc. presents a one of a kind, unified and distinguished resort experience with THE ROW—a newly branded destination in the heart of Reno, uniting the Eldorado Resort Casino, Circus Circus Reno and Silver Legacy Resort Casino. Stretching across six contiguous city blocks, THE ROW encompasses 25 restaurants, 22 bars and lounges, 11 nightspots, over 4,000 luxury rooms and suites and 227,000 square feet of casino space with 3,000 slot machines and 125 table games. THE ROW recently opened The Spa at Silver Legacy, a 21,000 square foot spa offering guests the largest relaxation, beauty, fitness and retail treatment facility in northern Nevada. In addition, we have nearly 4,000 of the best Team Members in the industry.
For more information about THE ROW, visit TheRowReno.com and follow us on Instagram.
Responsibilities
SUMMARY
The Reservations Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls. The Specialists handle group and third-party reservations and related setup as well as complex VIP reservations. Specialist do answer inbound calls as well, but to a lesser degree than Representatives, given the load of complex reservations work for which they’re responsible (often not generated by a phone call).
ESSENTIAL DUTIES AND RESPONSIBILITIES
Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP customers
Extending complimentary services to casino players when appropriate and within established guidelines
Utilizing discretionary comp authority to satisfy customer requests and resolve disputes where appropriate; maintaining accountability for these decisions through the comp exception reporting process
Providing customers with a clear picture of Eldorado Resorts’ products and services; always leading the call without failing to listen to the voice of the customer
Ensuring that internal partner as well as customer requests for reservations and other services are met and confirmed within the guidelines established by management
Answering phone calls from internal resources (hosts, player development, sales, executive, etc.) and handling related reservations and comp-issuance work; generally responsible for the input of more complex reservations for our higher-end VIP customers
Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
Creating and maintaining group master accounts
Inputting group rooming lists as needed
Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing or customer issues
Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
Presenting at all times, a positive view of the Eldorado Resorts and its properties when interacting with customers and fellow employees
Escalating difficult and complex situations to Supervisors or management as they arise
Work with Quality Manager and Reservations Manager to evaluate individual performance and make efforts to improve performance where the need has been indicated
Provide management with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
Works diligently to support the “Family Style Service” culture and team philosophy throughout the property.
Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your employees
QUALIFICATIONS
One year or more of directly related experience in an inbound contact center or reservations-related function (preferred not required)
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Detail oriented, able to execute high quality work on a consistent basis
Knowledge of property management, reservations and player tracking systems (e.g. LMS, Opera, HALO, etc.) along with proficiency in basic Windows and MS Office packages are considered a plus (preferred not required)
Strong verbal communication and interpersonal skills
Experience handling customer calls in a sales-oriented inbound environment
Experience handling reservations in the casino / hospitality industry is considered a plus
Ability to work independently and under direct supervision, while maintaining a high level of productivity and professionalism
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Essential duties must be performed with or without reasonable accommodation.
Company Overview
Eldorado Resorts is a leading casino entertainment company that owns and operates twenty-eight properties in thirteen states, including Colorado, Florida, Illinois, Indiana, Iowa, Louisiana, Mississippi, Missouri, Nevada, New Jersey, Ohio, Pennsylvania and West Virginia. In aggregate, Eldorado’s properties feature approximately 27,500 slot machines and VLTs and 800 table games, over 12,500 hotel rooms and nearly 20,000 of the best Team Members in the industry!
Founded in 1973 in Reno, Eldorado has been dedicated to providing exceptional guest service, a dynamic gaming product, award-winning dining, exciting entertainment and premier accommodations. Our extensive management experience and unwavering commitment to our team members, guests and shareholders have been the primary drivers of our strategic goals and success. We take pride in our reinvestment in our properties and the communities we support along with emphasizing our Family-Style approach in an effort to build loyalty among our team members and guests. We will continue to focus on the future growth and diversification of our company while maintaining our core values and striving for operational excellence. For more information about Eldorado Resorts, please visit www.eldoradoresorts.com.
