Room Reservation Supervisor

What You’ll Do

The Room Reservations Supervisor will help support the seamless operation of reservations, ensuring all guest interactions result in a hotel experience beyond the everyday experience. Responsible for ensuring that bookings are made on time and efficiently. Responsible for working closely with the reservation team members and call center to ensure superior guest service is provided to each client.

ROLE EXPECTATIONS

Responsibilities Include, But Are Not Limited To, The Following

• Responsible for supervising, scheduling, and evaluating the reservations Team Members.
• Responsible for monitoring KPIs and workflow effectiveness, and ensuring Team Members have adequate guidance and resources.
• Maintains all elements of the reservations system to ensure information is accurate and up to date.
• Maximize room revenues by utilizing techniques to maximize occupancy and average rate, including regular analysis of hotel competitive set.
• Maintain accurate room rate control and availability statuses by controlling and advising of rate restrictions and room availability.
• Facilitate all VIP and special requests.
• Participate and assist in the creation of special promotional programs for customers.
• Maximizes guest satisfaction and revenues by promoting food and beverage, facilities and group services.
• Maintain a positive, open dialogue with all team members and vendors.
• Promptly inform management of all issues or unusual matters of significance.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintain a favorable working relationship with all Team Members to foster and promote a cooperative and harmonious work environment.
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.
  
  

Requirements

• Minimum two (2) years of experience leading or supervising teams, preferably within reservations, resort services, or a high-volume contact center.
• Hospitality degree preferred, or an equivalent combination of education and experience.
• Experience working in a large, luxury resort preferred.
• Proven team leader with a high level of energy and a track record of living and breathing the company’s core values.
• Polished communication skills, both verbal and written.
• Ability to prioritize in a fast-paced environment while maintaining a high level of attention to detail.
• Demonstrates strong organizational skills and follow through.
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Opera, etc.) is preferred.
• Must be able to work on-site with varying schedules, including overnight shifts.
• Possesses strong conflict resolution skills and customer de-escalation techniques.
• Ability to handle sensitive information in a confidential manner.
• Passionate about creating exceptional guest and employee experiences.
• Ability to assist with all other departmental needs.
• High School Diploma or equivalent.
• At least 21 years of age.
  
  

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 sit, stand or walk for extended periods of time with frequent bending, stooping, and lifting.
• Must be able to regularly lift and/or move up to 10 pounds and occasionally up to 25 pounds unassisted in the performance of specific tasks as assigned.
• 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.
• Close spaces while working with others.
  
  

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.