Reservation Supervisor
The Reservations Supervisor supervises the day-to-day operations of the Reservations Department, and maintains excellent communication with all hotel operations departments. Manages rates, yielding, forecast, and inventory for any day in question, both present and future for the hotel, casino players, and suite blocks. Completes daily occupancy and volume indication reports. Manages group reservations and builds relationships with meeting planners. Completes pre-shift information. Establishes procedures and Standard Operating Procedures (SOP) for department.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to customer service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino.
KEY RESPONSIBILITIES
• Supervise daily staff including coaching, documenting, and monitoring for the Reservations team.
• Assess team member daily performance, and prepare annual appraisals.
• Supervise all queue wait times are within standard of average answer speed of 30 seconds while monitoring all reservations agents are ready for incoming calls. The supervisor is responsible for detailing and analyzing the longest wait times and what caused the long wait during their scheduled shift.
• Provide a monthly audit of each Reservation Attendant, to determine the average wait, longest wait times, and track staff call stats.
• The Reservations Supervisor is responsible to provide all staff a pre-shift with important information for the day and upcoming events, as well as continue the communication via pre-shift log, or via email.
• The Supervisor will be responsible for the daily yielding reports, on-the-books, pacing, and forecasting to determine the yielding strategy for each day.
• Yield all rates, tiers, and rooms through EzRMS, HMS, and/or TravelClick.
• Demonstrate advanced understanding of Property Management System, through opening, closing, updating of rates, inventory, daily selling strategies, adding minimum and max restrictions, etc.
• Review and assess accurate recording of payroll for the Reservations team.
• Capable of proficiently performing all duties of Reservation Attendant, Group Coordinator, and Sr. Reservations Attendant in addition to Supervisory responsibilities.
• The Reservations Supervisor will maintain all Casino Player Development Rooms and Suite inventory and yield the Tier offers accordingly.
• Assist the VIP host by booking hotel, tee times, spa, dining, and Cove reservations for VIP players requested on behalf of the Casino Hosts.
• Publish rates to optimize revenue for the hotel through TravelClick.
• Maintain balanced hotel inventory for the Player Development, Group Sales, and Entertainment.
• Create and maintain department schedules for task assignments, break, and lunch schedules.
• Act as the Assistant Reservations Manager and Revenue/Yield Manager in their absence.
• Assist in creating and maintaining department SOPs.
• Input and confirm all executive reservation requests and ensure their VIP treatment.
• Process group contracts and resumes including, but not limited to, entering room-lists, constant consistent correspondence with group contacts coordinate all reservations and their details for the entire group.
• Process credit card authorizations and payments prior to arrival of hotel guests.
• Assess and process appropriate cashiering/billing transactions for hotel guests and group members.
• Process room-lists for entertainment groups.
• Maintain a healthy working relationship with our 3rd party call center to ensure proper booking processes are accurate, and ensure all 3rd party Customer Service Request are completed in a timely manner.
• Verify and process commission invoices for vendors.
• Process and maintain online extranets regarding rates, availability, and reservation accuracy.
• Facilitate building and booking packages for entertainment shows, in-house outlets, and outside vendors.
• Ensure all daily duties of the Reservations team are fulfilled on a daily basis.
• Ensure time management that all Supervisory duties are fulfilled efficiently.
• Exhibit Four Diamond verbiage and phone etiquette.
• Other duties as assigned.
ACCOUNTABILITY: This position serves in a supervisory capacity. Responsibilities may include budgeting, hiring/terminations, Team Member relations issues, mentoring, and corrective actions. This position requires a mindful approach to resource management and is responsible for maintaining and providing a positive and professional work environment.
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QUALIFICATIONS AND GUIDELINES
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EDUCATION/EXPERIENCE/TRAINING: High school diploma or general education degree (GED); or two (2) years related experience and/or training; or equivalent combination of education and experience is required to successfully perform this job.
COMMUNICATION SKILLS: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints
from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format as well as the ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS:
• Must qualify to obtain and maintain a Class “A” gaming license.
DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by Team Members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this job.