Job Description

Hotel Reservation / Call Center Agents 

Hotel Reservation / Call Center Agents support our Golden Nugget Hotels and Casinos. This position is centered out of the Golden Nugget Casino and Hotel in Laughlin, Nevada.

• Answer all incoming calls in a friendly, energetic and efficient manner.

• Answers and routes all telephone calls to the appropriate departments according to department call script standards

• Accepts, confirms, modifies and cancels all room reservatins.

• Accurately quotes rates and promotions and uses effective upsell techniques to sell upgraded room types
• Audits reservations for accuracy on a daily basis.
• Remains up to date on all property information to be able to anser questions pertaining to promotions and general information.

• Provide guests with information concerning the hotel amenities and services. 

• Obtain the necessary information from guest and utilize Casino Marketing Place (CMP) and Lodging Management System (LMS) to input reservations. 

• Suggest relevant upsells and convert calls into reservations.

• Effective in following and achieving department sales goals.

• Knowledgeable on options offered by the hotels and upsell those options. Willing to learn as options change. 

• Other dutes and responsiblilities as assigned.

• The ideal candidate will have at least one (1) year of experience in a customer service setting, hotel/resort reservationist, front desk agent, or equivalent work experience. 

• Exceptional Customer Service skills are essential for this position.  

• Excellent communication skills, pleasant phone manner, excellent time-management skills, and the ability to multi-task several systems at once in a fast-paced environment.   

• Detail-oriented, energetic and self-motivated, able to type efficiently and accurately at a rate of 30 WPM. 

• Experience with LMS/AS-400 is required. 

• Intermediate computer skills required, i.e. Web Browsing, Email, Typing 

• MS Outlook, Excel and Word 

PHYSICAL DEMANDS:  
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, duties and responsibilities.

• Frequent eye/hand coordination, manual dexterity, fingering, handling, wrist motion and bending/stooping.
• Constant sitting, ability to sit for extended period of time.
• Frequently speaking, hearing, listening, seeing to communicate with guests and fellow employees.
• Constant mental alertness, remembering/paying attention to/observing details, making decisions; directing others; following directions; concentrating amid distractions.
• Must have the manual dexterity to operate a computer and other office equipment. 

What we offer you: 

• Multiple benefit plans to suit your needs 

• Paid Time Off 

• 401K 

• Opportunities for advancement 

• Positive and respectful work environment where diversity is valued 

• Generous employee discounts on dining, retail, amusements, and hotels 

• Community volunteer opportunities 

Disclaimer: The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying. 

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