Room Reservations Supervisor - Casino jobs in Rhode Island

Become Part of the TPG Hotels, Resorts & Marina Team……

TPG Hotels, Resorts & Marina's is widely recognized as one of the nation's premier hotel management companies. We are a national operator of hospitality assets across the entire chain scale, from focused-service hotels and lifestyle/resort properties to upper upscale luxury hotels and nautically based hospitality assets. Whether an investment partner or straight third-party operator, we are always operating on behalf of capital partners, and our role as entrusted stewards is to deliver top performance for our guests, investors and to fulfill the brand promise. Joining the Team gives you a rewarding career opportunity with a nationally ranked hospitality management company that focuses on customer satisfaction and personal growth. We pride ourselves in continually seeking motivated team members who believe guest service is the top priority.

We are looking for a talented and enthusiastic Reservations Supervisor to join and lead our team!

Using sales techniques and superior customer service, the Reservations teams answers callers' questions and provides hotel quotes. Enters reservations, changes and cancellations into the computer in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee and lead the reservations team.
• Ensure reservations agents are answering calls and providing first class service.
• Train and coach reservations team on offering best in class service.
• Familiar with and correctly answer inquiries about hotel rooms, services, local attractions, etc.

• Follow the hotel's rate structures, discounts and sell/upsell strategies. Use superior customer service skills to build rapport, recommend and provide price quotes.

• Enters accurate reservations and changes into the computer. Accommodate special requests when possible. Cancel room reservations according to policies and procedures.

• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.

• On time and at work when scheduled, and in proper uniform if applicable.

• Attend department meetings as scheduled.

• Consistent professional and positive attitude and actions when communicating with guests and associates.

• Report any incidents of guest dissatisfaction or other matters of significance to manager / supervisor so that corrective measures may be taken.

• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.

• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

• Any other tasks / duties as requested by management.

QUALIFICATIONS The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience:

High school education or equivalent experience. Pleasant phone voice along the consistent proper use of the English language is required. Guest service and familiarity with hospitality industry practices preferred.

Skills and Abilities:

Minimum 2 years experience in leading customer service teams.

Minimum 5 years experience in call center environment.

Ability to understand and provide friendly guest service. Ability to correctly sell and process reservations, changes and cancellations in compliance with policies and procedures, brand standards, and federal, state and local regulations. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures. Ability to operate a computer, calculator, phone and other office equipment. Attention to details with good organizational and efficient time management skills.

Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient. Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort:

While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.

Benefits:

Benefits for Full Time employees may include:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances
• Identity Theft Protection
• Flexible Spending Accounts
• 401(k) Retirement Plan with Company Match
• Paid Time Off, Vacation and Holidays
• Employee Assistance Program
• AMAZING HOTEL DISCOUNTS to any property in the TPG portfolio and MUCH MORE!

EEO/VET/DISABLED