Reservationist
Job Description & Core Responsibilities
Department: Resort Front Desk
Reports To: RFD Supervisor/Manager
FLSA Status: Non-Exempt
Pay Grade: Grade 3
Gaming Class: Compact/Gaming License Required
Application deadline: August 17th, 2026
Position Summary:
The Reservationist is responsible for handling reservations in a friendly and efficient manner and quoting available rates to maximize room revenue and average rate according to Fortune Bay Resort Casino Guest Service Standards.
Core Duties and Responsibilities:
The Reservationist is responsible for the following duties:
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Approach all encounters with guests and employees in a friendly service-oriented manner.
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Maintain high standards of personal appearance and grooming which includes wearing the proper uniform and name tag when working.
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Maintain a warm and friendly demeanor.
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Answer guest inquiries about hotel services, facilities, and hours of operation.
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Book room reservations while focusing on maximizing room revenue and average rate using standard company rate always quoting scenario.
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Maintain accurate profiles and reports.
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Provide customers with driving directions to our property and other area attractions.
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Maintain a strong knowledge of facility-wide events including understanding and promotion the Wild Edge Players Club.
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Answer in-coming and in-house phone calls in a friendly, courteous, and professional manner; provide callers with information they request regarding property and in-house promotions.
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Update reservation information.
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Maintain accurate records of bookings, cancellations, and payments.
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Work with customers over the phone, in person, or via email while striving to provide excellent customer service.
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Fulfill reservation requests by determining the rooms available to meet customer desires.
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Verify customer information and payment options.
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Assign rooms and respond to customers with confirmation emails or letters.
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Perform any other duties as assigned.
Competencies:
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Meets the company’s guest service standards.
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Demonstrates teamwork/gets along well with co-workers.
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Is reliable and dependable.
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Demonstrates strong communication skills.
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Follows company and departmental policies and procedures.
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Demonstrates a positive attitude.
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Responds well to constructive criticism.
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Strong Customer Service Skills
Qualifications – Education and Experience:
Minimum Qualifications:
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High school diploma or equivalent (GED) required.
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Must be at least 18 years of age.
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Basic computer proficiency, including experience with Microsoft Office and the ability to learn hotel property management systems.
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Basic mathematical skills with the ability to accurately perform calculations, reconcile financial transactions, and balance reports.
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Ability to work independently with minimal supervision during overnight shifts.
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Strong attention to detail and organizational skills.
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Excellent customer service and interpersonal communication skills.
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Ability to maintain confidentiality while handling guest information and financial records.
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Ability to obtain and maintain any required gaming license, if applicable.
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Ability to work overnight, weekends, holidays, and other shifts as business needs require.
Preferred Qualifications:
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Excellent communication skills.
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High School diploma or equivalent.
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Ability to convey information and ideas clearly.
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Ability to evaluate and select among alternative courses of action quickly and accurately.
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Strong computer skills.
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Ability to work weekends and holidays.
Work Environment:
The work environment is fast-paced and requires overall good mental and physical health.
Physical Demands:
Job-specific abilities and requirements include: [Examples below):
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8+ hours per day at standing desk/computer; standing and walking frequently throughout the workday.
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Bending and light lifting up to 30 pounds occasionally.
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Using a telephone and entering data at a computer terminal.
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Ability to tolerate various scents, noises, and bright lights.
Preference:
It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.
Confidentiality:
Employees shall not, at any time or in any manner, outside the course of performing his/her duties, either directly or indirectly, disclose or communicate to any person, firm or corporation in any manner whatsoever, any information concerning matters affecting or relating to the business of Fortune Bay Resort Casino. This includes, but is not limited to, confidential personnel and customer information, company or department operations and plans, financial data, procedures and processes, or other information without regard to the matters being deemed confidential, material or important.
Ethics Code:
I understand that I must comply with the Bois Forte Code of Ethics and will not offer, solicit or otherwise enter into any agreement or transaction for personal benefit with any vendor or potential vendor. I acknowledge and understand that there can be no real or perceived conflict of interest between myself and vendors or potential vendors and that my actions are reflections of my responsibility to uphold the integrity of gaming and employment with the Bois Forte Reservation Tribal Council and Fortune Bay Resort Casino.
