What are the responsibilities and job description for the Reservations Supervisor Fulltime Varied Shifts position at Century Casinos Inc?
FUNCTION:
Responsible for supporting the Reservations/PBX Manager in their absence and supervising the daily activities of the Reservation Agents.
RESPONSIBILITIES:
- Support the Reservation Agents in all aspects; resolve all guest questions, answer telephones if calls are in queue, consistently controlling call volume.
- Ability to understand and communicate all concepts related to room reservations including yield rate, group sales, wholesale and convention reservations internet procedures and PMS.
- Effectively motivate employees through positive re-enforcement.
- Oversee the department schedule, and ensure staffing is adequate for current business levels.
- Promote a positive and energetic image about the changing business practices related to the reservations department.
- Perform various daily tasks including, booking, changing, or canceling a reservation, cross-selling, ticket selling, and other standards as determined by management.
- Clearly communicate and demonstrate enthusiastic service.
- Handle all incoming customer transactions promptly, efficiently, accurately, and professionally.
- Adhere to department and company appearance guidelines.
- Safeguard customer confidentiality and privacy in accordance with company and department standards.
- Assist with special projects and/or additional duties as directed by a manger.
- Conduct daily pre shift meetings, ensuring that agents are up to date on upcoming events, room rates, daily reservation changes.
- Collaborate with property management to troubleshoot and resolve issues that arise during live service.
- Address guest complaints and concerns in a timely and professional manner.
- Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
- Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate
- Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
- Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
- Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
- Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
- Regular predictable attendance is required.
- Other duties and responsibilities as assigned.
REPORTING RELATIONSHIPS: Reservations/PBX Manager
MINIMUM REQUIREMENTS:
Minimum 2 years supervisory experience in call center, room reservations, or hotel front desk required.
EDUCATION LEVEL:
High School diploma or equivalent is required.
LANGUAGE:
Effectively communicate with others both verbally and in written form using the English language.
EXPERIENCE:
Advanced skill with Microsoft Office including, Excel, Word, and Outlook.
Excellent communication, and organization skills with the ability to work on many projects.
LICENSE/CERTIFICATION:
Employee Gaming registration required.
PHSYICAL DEMANDS AND WORK ENVIRONMENT:
Ability to walk, stand, or sit for extended periods of time
Ability to lift, and move product up to 50 lbs.
Fine finger manipulation.
Work environment may include smoke and variable temperature, lighting, and noise levels.
Work may be performed indoors and outdoors during special events.
