WHAT YOU'LL DOIt is the primary responsibility of the Wholesale/Group Reservations Supervisor to support Wholesale/Group Reservations including group and wholesale bookings for the property. To oversee and assist with the operations of the Call Center, work with line employees and management team members to maximize revenue for the hotel and ensure customer service standards and performance metrics are met. All duties are to be performed in accordance with departmental and property policies, practices and procedures.
ROLE EXPECTATIONSResponsibilities include, but are not limited to, the following:
- Support the Wholesale/Group Coordinators in all aspects; resolve all Coordinator/guest questions, answer telephones if calls are in queue.
- Daily pre-shift and clocking agents in and out.
- Track all attendance, i.e. sick calls, early outs, tardiness, lunches and overtime.
- Extensive collaboration with property management to troubleshoot and resolve issues that arise during live service.
- Promote a positive and energetic image with regard to the changing business practices related to Room Reservations.
- Effectively communicate with team members in a group and one-on-one setting.
- Effectively motivate employees through positive re-enforcement.
- Ensure department business is carried out in an efficient and professional manner.
- Maintain confidentiality of department affairs.
- Process department reports
- Perform all duties deemed necessary for the success of the department
- Provide the highest level of customer service to all guests
- Answer multi-line phone system to manage the reservations queue, assist calls and transfer callers to other departments as necessary
- Process and input Group/Wholesale rooming lists sent from meeting planners and wholesale companies for future groups when needed
- Act as a liaison between the reservations department and meeting planners or wholesale companies regarding questions pertaining to their specific groups
- Communicate effectively with Group Sales and Convention Service Managers regarding room blocks which are set aside for companies holding meetings in the hotel, including the number of rooms the group has utilized and what is remaining for them to pick up
- Communicate effectively with Leisure Sales regarding wholesale room blocks set aside for tour operators to sell as packages
- Monitor cutoff dates to prevent convention groups from booking at their convention rate, and group blocks effectively
- Review details of the convention booking recaps, such as group arrival and departure dates, number of rooms the group will hold and their rate to ensure all pertinent information is in the computer system
- Responsible for changing, canceling, and reconfirming existing reservations as pertains to groups and/or wholesale reservations
- Send guest correspondence as needed
- Perform all duties deemed necessary for the success of the department
SUPERVISORY RESPONSIBILITIES- This position has supervisory responsibilities.
REQUIREMENTS- Strong verbal and written communication skills necessary
- Must possess the ability to multi-task and perform well under pressure
- Excellent organizational skills with the ability to work on multiple projects
- Ability to learn new computer systems
- Two years' customer service experience preferred
- Extensive data entry experience preferred
- Previous cashier experience desired
- At least three years Room Reservations experience required
PREFERRED- Two years' customer service experience preferred
- Extensive data entry experience preferred
- Previous cashier experience desired
CERTIFICATIONS, LICENSES, REGISTRATIONS- Must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL REQUIREMENTS- Must be able to work under time constraints and within established deadlines.
- Must regularly lift and/move up to 25 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORKING CONDITIONS- Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
PAY RANGE- The salary range for this position is $55,000 - $60,000/annual.
Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.