Job Description
Job Description
Job Description
The Central Services Representative is responsible for coordinating all aspects of hotel room reservations while delivering efficient, professional, and friendly telephone and guest services. This role serves as a primary point of contact for internal and external calls, performing PBX operations such as answering and directing calls, transferring calls to guest rooms or departments, recording and relaying accurate messages, processing wake-up calls, and assisting with guest inquiries, requests, complaints, and service recovery. The position requires strong knowledge of the hotel property management system to maximize room revenue, sell rooms to meet occupancy goals, follow approved selling strategies, and communicate daily with management and front desk leadership regarding guest-related issues. The representative builds guest loyalty through sincere interactions, maintains confidentiality of sensitive information, makes quick decisions in a fast-paced environment, works collaboratively with team members, and demonstrates full understanding of emergency procedures while working with Security as needed.
The Central Services Representative must adhere to Laguna Development Corporation core values, policies, safety and health regulations, and TGRA compliance requirements, while maintaining a clean, safe, and hazard-free work environment. Duties also include communicating with area hotels regarding occupancy and rates, supporting up-selling opportunities, participating in corporate meetings and events, and cross-training with the Front Office when necessary. The role requires regular, punctual attendance with flexibility to work weekends, holidays, and unusual hours, along with the physical ability to sit, stand, use hands repetitively, lift moderate weight, and function in an indoor environment with exposure to smoke, odors, noise, and confined areas. Qualifications include a high school diploma or GED preferred, relevant guest service experience (preferably in hospitality or gaming), clerical and PBX experience, basic computer proficiency, and the ability to pass a pre-employment drug and alcohol screening.
Numbers & Facts
| Location | Albuquerque, NM |
| Industry | Travel, Transportation and Tourism |
| Company Size | 500 to 999 employees |
| Website | http://www.lagunadevcorp.com |
About Company
Following this mission, Laguna Development Corporation has had a remarkable history of successful business ventures since its inception in 1998, when LDC embarked on a journey towards securing a solid future for the Pueblo of Laguna. Starting out in the retail market, LDC quickly moved to gaming, food and beverage, entertainment and hospitality; mastering each over the course of the next ten years. LDC recruited a team of highly skilled executives from across the country to secure a foundation for the next stages of development. With a solid management team in place, proven financial strength, a stable business environment, entrepreneurial growth strategy and the trust of its shareholder’s, LDC is committed to seeking opportunities to elevate the levels of success already achieved. Laguna Development Corporation is a Pueblo of Laguna owned business pursuing opportunities that improve and strengthen the Laguna community and its economy. Through our high performance culture we provide unparalleled entertainment, extraordinary customer service and quality products. We honor our core values and with an enterprising spirit we foster growth opportunities for the LDC family.
Laguna Development Corporation began managing the Pueblo’s gaming operations with the completion of Dancing Eagle Casino in 2000, shortly after opening the Dancing Eagle Supermarket. Subsequently LDC opened Casino Xpress, a small slot operation located twenty minutes west of downtown Albuquerque. Casino Xpress is part of the Route 66 development, and became the anchor for the current travel center, convenience store, and restaurants that were opened adjacent to the Xpress facility. LDC expanded its gaming operations in 2003 with completion of the Route 66 Casino and has since expanded its existing businesses to accommodate continued growth. Over the years LDC has expanded the retail business adding fuel and conveniences centers along Interstate 40 and on the Pueblo of Laguna.
Today, LDC currently manages and operates:
Route 66 Casino, the 154-room Route 66 Casino Hotel, Thunder Road Steakhouse & Cantina, Buffet 66, a Johnny Rockets franchise, Main Street Restaurant, Route 66 Casino Snack Bar, 360 Lounge, Poker Pub, the 2,800 seat Legends Theater, Kids Quest, Cyber Quest, the Route 66 Gift Shop, Casino Xpress, Route 66 Travel Centers (Including Dairy Queen Grill & Chill) – two locations: Interstate 40, Exit 108 and 140, 66 Pit Stop Gas Station & Convenience Store at Exit 114, Route 66 RV Resort, three Laguna Burger locations: Interstate 140, Exit 114 and 140 and on 12th Street in Albuquerque, Dancing Eagle Casino, Dancing Eagle Travel Center (Including Dairy Queen Grill & Chill and Villa Prima Pizza), Dancing Eagle RV Park, The Great American Diner Restaurant, The Marketplace @ Dancing Eagle grocery store and Ace Hardware, Paguate Mart and a Transmix Plant.
Revenue allows the Pueblo to provide essential governmental services to its members, including:
Community wellness services
Natural and environmental resource protection
Public works
Public safety
Judicial services
Utility services
Education
Elderly care
General governance services
Revenue sharing payments are also made to the six Laguna villages: Paguate, Encinal, Mesita, Seama, Paraje, and Laguna.
In addition, LDC provides other valuable resources to the community:
Charitable contributions
Educational scholarships
Senior discounts
In-kind services
Unlike privately owned businesses, LDC’s income doesn’t go to an individual owner, but rather its income is dedicated to the well-being of the Pueblo of Laguna.
Skills
- Communication Skillsunmatched
- Emergency Proceduresunmatched
- Hospitality and Tourismunmatched
- Hotel Managementunmatched
- Hotel Reservationunmatched
- Leadershipunmatched
- Loyalty Programsunmatched
- PBX Operatorunmatched
- Property Managementunmatched
- Regulatory Complianceunmatched
- Revenue Growthunmatched
- Safety/Work Safetyunmatched
- Salesunmatched
- Sales Strategyunmatched
- Sales Supportunmatched
- Team Playerunmatched
- Telephone Skillsunmatched
- Up-Sellingunmatched
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