H6540 Vip Host Reservations Agent

Inn of the Mountain Gods Resort and Casino

Position Title: VIP Host Reservations Agent
Reports To: Executive Casino Host & Executive Player Development Manager
Supervises: N/A

Summary of Position

The VIP Host Reservations Agent is responsible for handling inbound reservation requests from high-value patrons referred by the outbound call center. This position ensures accurate hotel bookings, coordinates dining reservations, and provides information on resort amenities while maintaining exceptional service standards. The agent uses Synkros and Visual One systems to manage reservations and player data, supporting revenue growth and guest satisfaction. Performs other duties as assigned for the success of the organization.

Key Responsibilities and Performance/Behaviors

Ability

• Demonstrates hospitality behaviors and IMGR&C performance standards.
• Understands how to access and use Synkros and Visual One for reservations.
• Communicates effectively with guests and internal departments.
• Takes ownership of guest inquiries and ensures timely resolution.

Performance

• Meets conversion and revenue goals for Host bookings.
• Responds quickly to guest needs and adapts to changing priorities.
• Maintains accuracy in all reservations and CRM entries.

Behavior

• Upholds IMGR&C values (A-P-A-C-H-E) in all interactions.
• Maintains a positive, professional attitude with guests and team members.

Service

• Provides exceptional service to VIP Hosted guests.
• Coordinates dining reservations and communicates special requests to appropriate departments ( when appropriate).
• Escalates hosted guest inquiries to assigned Casino Host promptly.

Professionalism

• Meets appearance standards and supports IMGR&C’s reputation.

Attendance

• Adheres to attendance policies and scheduled shifts (8:00 AM – 8:00 PM).

Communication

• Shares accurate information with guests and team members.
• Reports guest feedback and issues to supervisors promptly.

Teamwork

• Collaborates with Casino Hosts, Hotel Operations, and other departments to ensure seamless guest experiences.

Essential Duties and Responsibilities

• Complete hotel reservations for VIP guests using Visual One and Synkros.
• Verify player eligibility for promotions; escalate comp requests to Casino Host.
• Coordinate dining reservations and provide information on resort amenities.
• Maintain accurate records in CRM systems.
• Support outbound call center campaigns by converting referrals into confirmed bookings.
• Uphold all regulatory, departmental, and casino policies.

Education and/or Experience Requirements

• High School Diploma or GED required.
• Must be 21 years or older
• Must be able to obtain and maintain a gaming license.
• (2) Hospitality or reservations experience preferred; casino experience a plus.
• Strong phone and customer service skills.
• Bilingual (English/Spanish) preferred but not required.
• Proficient in Microsoft Office and hospitality systems.

Physical Demands

• Frequent sitting, typing, and phone use.
• Occasional lifting up to 25 lbs.

Work Environment

• On-site position in a fast-paced, high-volume environment.
• Exposure to second-hand smoke and high-stress situations.