• Reservations Administrator

    Location US-NV-Las Vegas
    Posted Date 4 weeks ago(1/25/2019 7:53 PM)
    Job ID
    2019-57025
    Casino Property
    Penn National Gaming, Inc.
    Position Type
    Regular Full-Time
    Category
    Marketing
  • Overview

    Responsibilities include providing superior service to both the internal and external hotel and casino guests.  The primary job responsibility in this role involves the building of LMS rate plans and packages.  The individual in this role will work very closely with Direct Marketing and Revenue Management in implementing these primary functions.  In addition to this primary task, this individual may occasionally be asked to help in handling escalated casino customer calls.

    Your daily responsibilities include

    The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions:

    • Work closely with Direct Marketing and Revenue Management to build the rate plan of hotel offers and hotel packages for all properties
    • Monitor room availability/blocks to ensure full and proper usage of hotel. 
    • Be able to complete rate plan build in a timely manner as occupancy needs may dictate 
    • Run daily reports as determined by the Operations or Yield Manager.  
    • Primary contact for front desk and call center in resolving package/rate plan issues as they arise.   
    • Serve as an escalation point for challenging inquiry types and complicated situations that arise which could include approving or denying a complementary based on a more thorough player evaluation or collaborating with property personnel for a solution. 
    • Respond to email inquiries, mailed correspondence and other non-telephone customer communications, validating promotions and coordinating customer lodging and entertainment reservation requests.  
    • Provide casino and hotel customers with a clear understanding of each properties features, products and services; always anticipating customer needs and actively listening.  
    • Ensure the protection of the customer’s information and confidentiality.  
    • Ensures customer requests for reservations and other services are met and confirmed within the guidelines established by management in a timely manner.   
    • Offer suggestions to improve process, product or service offerings.  
    • Ensure effective communication within the team.

    To be successful in this position it will require the following skill set

    EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

    Two years of experience with LMS required. One (1) plus year experience in customer service oriented position required. Experience in contact center, sales preferred. High school graduate or equivalent required. College degree preferred.  Intermediate to advance working knowledge of Microsoft Word, Excel, Outlook and PowerPoint. Must be able to interact with various computer applications and accurately apply business rules to a wide range of situations encountered.  Must be able to effectively communicate in English both orally and written.

     

     

    ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

    • Possession of, and ability to obtain and maintain a valid drivers and gaming license within assigned state of employment
    • Must successfully pass background check
    • Must successfully pass an alcohol and drug screening
    • Must be twenty-one (21) years of age
    • Ability to obtain a casino license in all states that Penn National Gaming operates.

     

    PREFERRED KNOWLEDGE, SKILL AND ABILITY:

    • Proficiency in rating maintenance and billing profile functions in LMS
    • Attention to detail and highly degree of organizational skills
    • Ability to manage deadlines and develop offers/packages in a timely manner
    • Ability to effectively communicate with individuals at all levels within the organization.
    • Ability to gather, summarize, review and comprehend business related information.  
    • Must be able to respond calmly and handle many customer demands in a fast pace environment.
    • Ability to use computer keyboard.
    • Manual dexterity to operate office equipment.
    • Ability to work in a fast-paced environment with a demonstrated ability to juggle multiple competing tasks and demands.
    • Ability to obtain a gaming license in all states that Penn National Gaming operates.
    • Position will also be expected to work with other team members and management to continuously improve systems and performance.

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