Job Title : Reservations Agent- Part Time
Department : Hotel Operations
Property : Harrah's Laughlin
Shift : Varies
Status : Part-Time

Come Do Your Best Work Here!
Harrah’s Laughlin Casino & Hotel is operated by Harrah’s Entertainment, Inc. Harrah's Entertainment, Inc. is the world's largest provider of branded casino entertainment through operating subsidiaries. Since its beginning in Reno, Nevada 68 years ago, Harrah's has grown through development of new properties, expansions and acquisitions. Harrah's Entertainment is focused on building loyalty and value with its customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership.

Job Description:
Job Summary: This position will ensure the development of excellent relationships with all Total Rewards customers while providing a "World Class" phone experience. Services performed include making hotel reservations, restaurant reservations, issuance of complimentary services as well as flight reservations and travel information.

Qualifications: High School graduate or equivalent required. Previous reservations/front desk/and or customer service experience preferred. Knowledgeable of the Total Rewards program and comping criteria a plus. Well versed in computer applications such as Word and Excel. Must be able to type 45 wpm. Must possess excellent customer service, organizational and communication skills. Must present a professional appearance at all times. Must be able to get along well with co-workers and work as a team. Must be able to work flexible hours as needed.

Managerial Pre-Requisites:
Essential Job Functions:

* Fosters relationships and promotes use of Total Rewards program.

* Assists guests/players with information on services available and coordinates all necessary arrangements as required.

* Arranges trips to the property either through a network of representatives, directly with the customer, or on a group/individual basis.
* Makes individual hotel and restaurant reservations/arrangements.
* Address concerns and questions.
* Utilizes WiNet, LMS, CMS, GSW, RMS and Factbook systems to extract data for required information.
* Utilize NEC call accounting system for incoming/outgoing calls in accordance to department standards.
* Maintains security and confidentiality of files, records, and lists.
* Maintains high standard of courtesy, professionalis and discretion in communications to, or about preferred customers, their arrangements and finances.
* Possesses the ability to convey denials or confront an issue without causing guest to become defensive or aliented.
* Ability to give friendly, excellent service. Anticipate and provide guest needs in advance of requests.
* Offers alternatives to guests as deemed appropriate.
* Adhere to regulatory, departmental and company policies in an ethical manner.
* Responsible for adhering to departmental, company, and brand performance standards.
* Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
* Stay informed about all property and brand events, initiatives, products, and services focused on and/or relating to our Total Rewards members.
* Consistently demonstrates the inclusion of the Harrah's Service Cycle and FOCUS delivery in each interaction, including face to face and/or over the telephone.
* Maintain a high level of quality and accuracy in their performance.
* Follows proper phone protocols and property transfer procedures.

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