Supervisor Group Reservations

San Manuel Band of Mission Indians; Las Vegas (NV); On-site; USD 60,000 - 85,000; Full time

Job summary

San Manuel Band of Mission Indians is seeking a Group Reservations Supervisor to provide high-level administrative support to Resort Services Management and Revenue, acting as a liaison between Sales, Entertainment, Accounting and external clients.

The role oversees booking and communication for group room reservations, maximizes revenue, reviews, processes and accommodates all group business including wholesale and third-party accounts, while delivering exceptional service.

Responsibilities

• Oversee the management of inventory, rates and reporting within Resort Services department.
• Review and process all reservation and group modifications, additions, cancellations, and revisions per policy.
• Process group rooming listings in HMS and Passkey systems.
• Closely monitor group blocks, pick-ups, and blind cuts as needed.
• Provide updates on groups and historical patterns impacting inventory/revenue during reviews with Operations, Revenue and Sales leadership.
• Develop and maintain new and improved reporting tools and techniques.
• Monitor inventory availability and upsell inventory in Passkey and HMS for group blocks.
• Review and improve group notations, reservations, master accounts, and other group items per group resumes issued by Sales.
• Review billing profiles, rates, stay dates, and other billing information.
• Review VIPs and annotate as needed.
• Oversee distribution of reports for accuracy and timeliness.
• Advise leadership on patterns affecting inventory and revenue.
• Ensure guest service delivery meets departmental guidelines and standards.
• Attend meetings with clients and staff as needed as a liaison between Sales/Service Managers, group contacts, and meeting planners.
• Compile reports for Resort Services, Groups and Wholesale Management and other departments as directed.
• Process wholesale, extranet, third-party requests, hotel and casino reservations, modifications and cancellations as needed.
• Communicate and resolve guest situations with third-party companies.
• Answer groups, wholesale, extranet, and third-party questions communicated from within and outside the company.
• Perform all Group Reservations Coordinator functions at high expertise, providing guidance as needed.
• Support Resort Services in leadership by assisting team members and handling tasks as needed.
• Perform other job-related duties as requested.

Job description

The Group Reservations Supervisor is responsible for providing high-level administrative support to the Resort Services Management Team and Revenue and the liaison between Sales, Entertainment, Accounting, and outside clients along with supervising a minimum of 2 direct reports.

The Group Reservations Supervisor plays a key role by ensuring efficient booking and communication processes are completed for room reservations for contracted rooms through our group sales department, while maximizing revenue. Their primary goal is to receive, review, process, and accommodate all group business as well as wholesale, extranet, and third-party business. All while providing the highest quality of service to external and internal guest/clients.

Core Job Responsibilities:

• It is the primary responsibility of the Group Reservations Supervisor to oversee the management of inventory, rates and reporting within Resort Services department.

• Review and process all reservation and group modifications, additions, cancellations, and/or revisions per the request and applicable department and hotel policy, procedure, and guidelines.

• Process group rooming listings in their various formats, at department standards, in HMS and Passkey system.

• Closely monitors, and manages group blocks, pick-ups, and blind cuts, as necessary.

• Provides updates of all groups and any historical patterns and circumstances which may negatively impact room inventory/revenue during block review meetings with Operations, Revenue and Sales leadership.

• Develops and maintains new and improved reporting tools and techniques.

• Closely monitors inventory availability and manages upsell inventory in Passkey and HMS to support group block adjustments.

• Review, compare, and improve group notations, reservations, master accounts, and/or other group related items per group resumes published by the Sales teams.

• Review applied billing profiles, reservation rates, stay dates, and other billing information.

• Review all communicated VIPs and notate as needed.

• Oversees the daily execution and distribution of reports to ensure accuracy and timeliness.

• Advises department leadership and Revenue Management of any historical patterns and circumstances which may negatively impact room inventory/revenue.

• Manages the delivery and measurement of guest service is consistent with established departmental guidelines/ standards.

• Attends meetings with clients and property staff as needed, acting as a key liaison between Sales/ Service Managers, group contacts, and meeting planners.

• Compile reports for Resort Services, Groups and Wholesale Management, and other departments as directed.

• Process wholesale, extranet, third-party company requests, hotel, and casino reservations, modifications, cancellations, as needed.

• Communicate and resolve guest situations in conjunction with third-party companies.

• Receive and answer questions regarding Groups, wholesale, extranet, and third-party companies as they are communicated from throughout and outside the company.

• Performs all the functions of a Group Reservations Coordinator at a high level of expertise, offering technical guidance/assistance as needed.

• Support Resort Services in a leadership capacity by assisting team members, addressing questions, and helping complete various tasks as needed.

• Perform other job-related duties as requested.