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)
GENERAL PURPOSE
Supervise and handle all telephone inquiries and reservations to provide efficient, accurate and courteous reservation services and telephone solicitations while maintaining on-going communications with group sales and the front desk on room status. Responsible for maximizing revenues and meeting annual budget.
ESSENTIAL DUTIES/RESPONSIBILITIES
Answer the telephone promptly and courteously. Enter guest reservations into the computer system quickly and accurately, using the hotel's selling strategy and segmenting reservations into the appropriate category.
Prepare and reconcile forecasts and reports to include but not limited to; a daily three-day forecast, 90-day forecast strategy boards, etc.
Supervise the Reservations Sales personnel; interview, hire, train, coach and counsel, schedule, verify and direct. Responsible for performance reviews development.
Verify all reservations and group room blocks. Input promptly, correctly code and update all hotel information into the reservation system.
Track denials, demand and forecast information on a daily basis including franchise database.
Maintain accurate records for guaranteed no-shows, cancellations, advance deposits, occupancy and history information.
Maintain a group information log and monitor the progress of all room blocks.
Maximize franchise resources, including rate solicitation, program participation and other tools.
Respond to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.
Negotiate rates and up-sells rooms in order to increase occupancy and maximize revenues. Promotes the hotel and its services in order to capture customers and increase revenues.
Operate reservations system by entering and accessing data in order to provide callers with accurate hotel information. Duties will include manual and computerized skills.
Provide accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.
Compile, sorts and stores reservation cards in order to maintain accurate and organized files for easy access and research.
Direct yield management effort effectively.
Enter all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
Keep up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
Input group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Manage resources including franchise systems, airline systems, yield systems and tracking systems.
OTHER DUTIES/RESPONSIBILITIES
Coordinate forecasting, coding, close outs and restricting dates.
Answer letters, send brochures and information in response to guest requests.
Participate in hotel committees and task force opportunities.
Travel - limited travel required for training and/or special projects.
Hours: Scheduled days and times may vary as needed.
SUPERVISORY DUTIES
Supervise two to five employees.
JOB QUALIFICATIONS
Knowledge
Must possess communication skills in terms of the ability to negotiate, convince, sell and influence potential hotel guests. Ability to operate computer reservations systems. Ability to effectively supervise staff. Fluency in a second language is desirable.
Skills
Excellent speech communication skills required to negotiate, convince, sell and influence.
Excellent comprehension and literacy required to read and understand computer screen, reports, etc.
Abilities
Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
Must have ability to communicate verbally and to follow written or verbal instruction.
Must be able to use tact and understanding when dealing with demanding or unpleasant customers.
Must be organized and display patience when handling more than one call at a time.
Must be friendly, enthusiastic and helpful.
Physical Abilities
No bending/kneeling required.
Mobility - ability to move around reservations area.
No continuous standing required.
Education/Formal Training
High School diploma or equivalent. Further education is desirable.
Experience
Must have two to three years of hotel front office and/or reservations experience.
Material/Equipment Used
Operate calculator, telephone, computer and copier.
Environment
Prolonged sitting throughout entire shift at computerized or manual work station in office environment.
Work inside 100% of week.
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