Room Reservations Supervisor - Casino supervises hotel reservations. Books rooms and monitors occupancy levels. Being a Room Reservations Supervisor - Casino ensures guest satisfactions and monitors employee performance. May require a bachelor's degree in area of specialty. Additionally, Room Reservations Supervisor - Casino typically reports to a manager. The Room Reservations Supervisor - Casino supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Room Reservations Supervisor - Casino typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
Position: Reservations
Department Supervisor
Department: Reservations
Primary Responsibilities: (guest
interaction, ordering responsibilities, clean up duties, clerical
responsibilities, etc.)
· Act as a resource for reservation agents
needing assistance in booking accommodations and activities.
· Assist reservation agents, front
desk agents and management with any guest challenges.
· Record guest challenges in Knowcross.
· Ensure computer and phone systems
are working properly and put in requests for repairs when not functioning
correctly.
· Ensure messages left by guests are
responded to in a timely manner.
· Monitor upcoming reservations for
accuracy and deposits.
· Use Revinate reports and tools to
monitor agent activity: Sales, Time on Phone, and Lead Management
· Respond to guest emails and
inquiries sent through website and reservation department email in a prompt,
professional and courteous manner.
· Process online reservations with
deposits, blocking accommodation and updating reservation comments.
· Manage all aspects of the
reservation department in absence of reservation manager and Director of
Reservations.
· Have a knowledge of accommodations
and descriptions of those accommodations, on-going offers and special
promotions.
· Book and assist agents in booking
accommodations, golf, activities and dining in Opera, Golf365, Reservation
Assistant, and Concepts programs.
· Book comp rooms for casino
management and Greenbrier Sporting Club.
· Have the ability to apply and advise
guests of Loyalty Points when Membership management team is not available.
· Have a knowledge of all activity
S.O.P.’s and rates and ensure team is updated on information.
· Assist agents during high call volume
and/or when voice mails start accumulating.
· Monitor recorded phone calls and
provide positive feedback, coaching and/or additional training as needed.
Must be able to do so in an unbiased, constructive and professional manner.
Secondary Responsibilities:
· Attend preconference meetings
· Maintain and manage waitlist and tentative
reservations for maximum yield
· Cross train in all aspects of any function in
reservations
· Assist in keeping a safe and clean environment in
our work and eating areas
Normal Working Hours: (Shift, days)
· Evening shift, weekends and
holidays.
· Some overtime may be required.
· Days off may vary or be split
In order to be successful in this position, the
ideal candidate must meet the following criteria
in addition to the Ten Essential Attributes for All
Employees.
Past Work Experience Requirements: (Type
of work, number of years required, equivalent experience, etc.)
· 3 years successful sales or hospitality experience
strongly preferred
· High end, non hospitality sales will be considered
Educational Requirements: (Degree/Certification,
highest required/preferred, field of study)
· High School Diploma or G.E.D.
· Must have desire to continue to learn as systems
change almost daily
Communication Skills Requirements: (Verbal:
phone, in-person, group; Written: memos, documents)
· Must have excellent verbal and written skills
· Patient listener that can take charge of
conversation to meet the guests needs
· Multi tasked individual that can data entry,
listen, communicate verbally with guests at the same time
Technical Requirements:
· Constant typing and data entry