Hotel Reservationist/PBX - RED RIVER
LocationKiowa Casino - Red River (Devol, Oklahoma)
Job Code22-HO-1557
Starting Salary12.57
Job Summary

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving via mail, telephone, fax, and email. Creates and maintains reservations records-usually by date of arrival and alphabetical listing. Prepares letters of confirmation and promptly processes any cancellations and modifications. Prepares the list of expected arrivals for the front desk, assists in pre-registration when necessary and processes advance reservation deposits. In addition, answering all incoming telephone calls, internally and externally, for the hotel and directing them to the appropriate department.

Essential Duties & Responsibilities

> All Team Members must embrace and deliver Kiowa's Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team         Member handbook, Standard Operating Procedures (SOPs), and any other related training
> Consistently ensures an exceptional level of service and satisfaction is achieved throughout the property, exceeding the expectations of external             and internal Guests alike in a timely and effective manner
> Provides efficient courteous guest service
Processes reservations by mail, telephone, fax, and email or online. In addition, processes any reservations from the casino marketing department
> Knowledge of the hotel selling status, rates and benefits of all packages plans
> Knowledge of the hotel credit policy, guaranteed reservations and no-show policies
> Prepares hotel reservation confirmation letters as necessary
> Creates and maintains reservations records by date of arrival and alphabetical listings for the front desk
> Processes reservation cancellations and modifications and promptly relays the information to the front desk
Processes and verifies advance deposits on reservations that are complete
Tracks future room availabilities on the basis of reservations
> Must adhere to the safety rules and regulations of the Kiowa Casino and of the Hospitality department
Assists in pre-registration activities when necessary
Answers all telephone calls internally and externally within four rings; transfers calls to the appropriate department or guest room
Possess knowledge of all front office procedures to assist when necessary
> All other duties as assigned

Must adhere to departmental, organizational, state, and federal safety rules and regulations, applicable processes for safe
   operation, appropriate Personal Protective Equipment, in addition to any/all related controls for personal welfare and the safety of others

Knowledge, Skills & Abilities (KSA)

Specifics Required:
High school diploma or GED required
At least 21 years of age
1 year Receptionist or Call Center experience

Skills Required:
> Basic computer skills
> Good organization skills
> Strong written communication skills
> Strong verbal communication skills
> Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
> Accurate and detail-oriented
> Strong problem solving skills
> Basic Mathematical skills

Abilities Required:
> Ability to maintain high confidentiality
> Ability to independently manage multiple tasks in a professional manner
> Ability to work independently with minimal supervision
> Ability to work cooperatively with all departments
> Ability to manage extensive amounts of paperwork
> Ability to multi task and answer multi telephone lines at the same time
> Ability to operate most office equipment (computer, fax, copier, etc)
> Ability to independently lift up to 50 pounds daily
> Ability to obtain information for Guest regarding the local area

Physical Demands / Work Environment

PHYSICAL DEMANDS: Must be able to communicate using written, oral and computer methods. Must be able to operate computer equipment (for extended periods of time). Must have manual dexterity necessary to manipulate computer equipment. Must be able to work in a confined space for periods of time. Must be able to lift, bend, and kneel. Must be able to lift 50 pounds. The team member will be required to maintain a positive facial expression and body language for long periods of time.

Office, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke.  Extensive computer use.  Must be flexible with work schedule. Must be willing to work any hours and/or shift, as assigned, according to business needs.  Occasionally must deal with angry or hostile individuals. High call volume direct public contact via the telephone.

Disclaimer of Conditions of Employment
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

All Kiowa Casino employees are responsible to ensure that their designated operations are in compliance with Kiowa Casino policies, Tribal policies, State compact and Tribal gaming regulations.

Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing an introductory period as outlined in Kiowa Casino Policy. Candidates for this position will be required to have dependable transportation available to them without notice. Must also maintain a Valid Driver’s License and be insurable on our company’s policy throughout your time of employment with the Kiowa Casino.