Room Reservations Supervisor - Casino jobs in Tennessee

The Reservations Agent's responsibilities include managing external guest phone calls, booking hotel and restaurant reservations using appropriate selling techniques, responding to all reservation/hotel inquiries via phone/email, and office administration. This role is a hybrid position and will also be responsible for assisting in and supervising the day-to-day operations of the Front Desk.

• Promptly handle all room and restaurant reservations and changes by phone and email in a friendly and courteous manner to secure and process reservations, taking care to apply the hotel's selling strategy and your thorough understanding of the offerings and activations in order to maximize revenues.
• Ensure proper verbiage is used when answering phone calls or emails.
• Upsell rooms when possible, according to established procedures, to maximize hotel average room rate.
• Sell all aspects of the hotel’s services and facilities.

• Conduct pre-arrival calls/emails and assist guests with any request or arrangements.

• Handle complaints in a tactful manner, negotiate resolutions and ensure the resolution satisfies the guest.

• Maintain knowledge of room rates, packages, discounts and negotiated rates that are available for the hotel via its website and all third parties.
• Maintain knowledge of hotel culture, amenities and services, events in the area, points of interest, and services in the area.
• Maintain knowledge of the World of Hyatt program.
• Monitor email inbox for hotel and third-party sites.
• Process reservation cancellations, revisions, and any special billing requests.
• Process any special guest requests and ensure guest reservations are updated accordingly.
• Communicate with Front Office, Sales, Housekeeping, Engineering and F&B departments to ensure guest requests and needs are met and communicated in a timely manner.
• Protect privacy of our guests and colleagues at all times.
• Assist Front Office Team with their job functions to ensure optimum service to guest.
• Efficiently conduct check in and check out procedures.
• Supervise and develop Front Desk Agents.
• Serve as a leader in displaying outstanding hospitality skills.
• All other tasks and duties as assigned.

• Must be able to communicate proficiently and professionally in the English language, both written and verbal.
• Prior hotel experience preferred.
• Supervisory experience preferred.
• Self-starter and problem-solver.
• Display excellent personal presentation and interpersonal skills.
• Display a positive and cheerful demeanor along with a caring personality.
• Opera Cloud PMS experience preferred.
• Reserve experience preferred.
• HotSOS experience preferred.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Must be flexible in terms of working hours and schedules.
• High School Diploma or equivalent; Bachelor’s Degree in Hospitality or other business-related degree preferred.
• Must be able to work seated or standing at least 8 hours per day.