Hotel Reservations - Reservation - PBX Supervisor

Northern Quest Resort And Casino Reservation Center Supervisor

Supervise, train, and manage all activities relating to the Northern Quest Resort and Casino Reservation Center. Provides the department with leadership whereby they achieve results in accordance with the objectives, performance, and quality standards established by the Northern Quest Resort and Casino.

Essential Duties and Responsibilities

• Ensures compliance with the Kalispel Tribe of Indians
  - Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
• Responsible for maintaining a good attendance record.
• Ensure control/protection of company assets.
• Supervises PBX Operators and Reservations Agents.
• Monitor hotel's reservation activity and selling strategies.
• Monitors the perpetual inventory of rooms to be sold at all times.
• Prepares daily, weekly, and monthly forecast reports on reservation activity.
• Staff the Reservations Department according to call volume.
• Confirm that Reservation Agents' calls to adhere to standards.
• Conduct interviews, reviews, and disciplinary action as necessary.
• Works closely with the Group Coordinator, Catering Manager, and Convention Manager to control group blocks.
• Understand and utilize all yield management principles.
• Disseminate special request information to appropriate departments.
• Ensure that all new and existing Agents are being supervised on scripted sales techniques.
• Ensure properly trained staff is present to service the guest and that the necessary timely performance of hotel interrelated functions are expeditiously completed.
• Monitors the selling technique of the staff and implements/follows-through with corrective measures.
• Daily and weekly payroll monitoring to ensure maximum productivity and service, while staying within budgetary guidelines.
• Delegates/follows-through any needed or related tasks to subordinates.
• Completes all dates/prioritized goals and objectives in a timely manner.
• Ensures the accuracy and timely submittal of the department's work schedules.
• Monitor schedules/staff daily to ensure compliance with the staffing guides.
• Monitors staffing levels with emphasis on increasing efficiencies and productivity through improving work schedules and work practices.
• Maximizes office productivity through proficient use of appropriate software applications.
• Researches and develops resources that create timely and efficient workflow.
• Ensures department presents a friendly, professional non-rushed approach when answering phones and working with associates.
• Maintains a positive, upbeat attitude, being highly "in tune" to guest and associate questions and needs.
• Works to ensure that "special requests" of the guest are properly handled.
• Adhere to department and AAA standards for a 4-Diamond Resort.
• Respond to unusual rate requests and special situations.
• Create a four-diamond image and promote goodwill for Northern Quest Resort and Casino.
• Ensures all guarantees, advance deposits, cancellations, and waitlists are handled according to Reservation & Revenue Department procedures.
• Ensure proper telephone etiquette is followed and a "world class" reservations experience is consistently provided.
• Ensures customer satisfaction throughout the property by observing and expeditiously reporting deficiencies to department heads; and if the situation warrants, directly intervening to rectify the problem.
• Deals with customer complaints/requests expeditiously when approached.
• Provide anticipatory service in a thoughtful and intuitive way.
• Exhibit a genuine sense of interest and concern for the guest.
• Observes service levels and cleanliness throughout the hotel and quickly reports deficiencies.
• Performs daily tours of the areas of responsibility to ensure professional appearance, cleanliness and saleable presentation is well maintained.
• Any other function or task necessary for customer satisfaction and service directed by senior management.
• Monitors that the training for Reservation Agents in all aspects of the reservation and comping process is completed.
• Knowledgeable of all gaming amenities and terminology.
• Knowledgeable of Camas Club procedures.
• Knowledgeable of packages, rates, and promotions resort wide.
• Has a working…