RESERVATIONS SUPERVISOR

Mount Airy Casino Resort; Mount Pocono (PA); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading company in the hospitality industry is seeking a Reservations Supervisor to oversee Guest Services at their Pennsylvania location. The position requires managing reservations, ensuring quality service, and promoting positive guest relations. Candidates must be proficient in reservation technologies and possess strong customer service skills.

Qualifications

• Minimum 18 years of age required.
• At least two years of reservation call center experience.
• Proficient in Microsoft Office and other reservation systems.

Responsibilities

• Supervise daily operations of Guest Services Reservations.
• Ensure superior service to all guests.
• Resolve guest complaints and concerns promptly.

Skills

Customer Service

Organizational Skills

Communication

Multi-tasking

Interpersonal Skills

Education

High School Diploma or equivalent

Tools

Microsoft Office

LMS

ARTS

ACSC

Job description

Job Details Job Location: Main Location - Mount Pocono, PA Position Type: Full Time Salary Range: Undisclosed Job Shift: Any Description

Position Overview:

The Reservations Supervisor is responsible for supervising the daily operation of the Guest Services Reservations, answering guest calls, making reservations accommodations for the hotel and its amenities, promotions and events, and ensuring superior service to all guests and patrons of the Hotel/Casino. All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Responsible for supervising the daily operation of the Guest Services Reservations.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Responsible for maintaining a current knowledge of rooms inventory; coordinates and communicates with the Front Office staff to achieve maximum occupancy and rates.
• Reviews systems and reports routinely to ensure objectives are met and accurate applications.
• Monitors calls to ensure service standards are met consistently.
• Maintains daily current counts for all promotions and events requiring a response.
• Monitors and modifies status and rates for rooms, promotions and events based on availability and forecasts. Monitors adherence of all reservations associated with a status.
• Enforces departmental policies, procedures and standards, including complimentary criteria guidelines. Makes recommendations and implements new procedures and policies.
• Monitors wholesaler websites to ensure proper positioning and accurate rates. Modifies wholesaler blocks based on current hotel status.
• Fosters good working relationships, coordinates efforts and communicates information with all related departments to ensure effective guest service and internal service.
• Investigates and resolves all guest complaints and concerns. Responds to all guests’ concerns, complaints or incidents in a timely and courteous manner.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Effectively communicates all job/property related and pertinent information to superiors and subordinates. Promptly communicates any concerns and issues to management.
• Works to accommodate guest requests appropriately, timely and efficiently.
• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.
• Maintains a clean, safe, hazard and harassment free work environment within the areas of responsibility.
• Assists in other projects and handles job tasks as deemed appropriate.
• Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.
• Responsible for answering guest calls and making reservations for the hotel and its amenities, promotions and events, including entering guest responses to direct mail offers. Responsible for entering reservations received from Marketing employees.
• Responsible for servicing all incoming calls through the Communications Center System, including routing calls, taking messages, paging guests and making announcements.
• Adheres to established call scripts and service standards and ensures strict adherence to telephone etiquette.
• Obtains all pertinent information to handle calls accurately and ensures the accuracy of reservations and responses made.
• Adheres to the current status and/or sell rate when making reservations.
• Routinely provides alternatives dates and cross sell dates to guests.
• Maintains knowledge of property, hotel, events and promotions to assist with guest inquiries.
• Provides wake-up calls appropriately and timely upon request.
• Adheres to non-registered guest policies.
• Ability to issue complimentaries in accordance with the approved comp matrix.
• Proficient in using the LMS, ARTS and ACSC systems to enter reservations and provide confirmations.
• Performs telemarketing functions when assigned.
• Performs the duties of a sales person in the News Stand when assigned by selling goods and tending to customers. Must apply good selling techniques.
• Must be able to provide knowledgeable answers to any inquiries in reference to merchandise/goods being sold.
• Ensures guest/customer needs are met and service is provided in a quick and efficient manner.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all products and services delivered to guests.
• Must be able to handle multiple tasks.
• Assists in the training of new hires.
• Assists in other projects and handles job tasks as deemed appropriate; Attends meetings as necessary.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Qualifications

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Must be a minimum 18 years of age or older upon employment.
• High School Diploma or equivalent required.
• At least two years of reservation call center experience required.
• Proficient computer/PC skills, including Microsoft Office, LMS, ARTS and ACSC systems.
• Strong knowledge of property management, reservations and player tracking systems preferred.
• Possesses excellent customer service, organizational, communication and multi-tasking skills.
• Strong interpersonal qualities.
• Flexible to work any scheduled shifts and/or days, including weekends and holidays.
• Ability to perform basic calculations.
• Must be able to be approved for and maintain a valid Pennsylvania Gaming License, if necessary.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas. Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English. Must have oral and aural acuity and ability to respond to cues.
• Must be able to obtain and maintain a gaming license as required by the PGCB.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing need of the organization.