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Supervisor Resort Services

1 month ago

Las Vegas, United States Palms Casino Resort Full time

Reporting to the Assistant Manager of Resort Services, the Supervisor Resort Services is responsible for the daily operation of the Resort Services department which provides support to the property's marketing/casino marketing efforts. Specific responsibilities include the oversight of a robust call center that facilitates hotel/casino reservations and serves as the command center for the processing of player transactions such as comp status upgrades/downgrades, amenity orders, transportation requests, billbacks, etc. All duties are to be performed in accordance with departmental and company policies, practices, and procedures. The Supervisor Resort Services handles, professionally and effectively, customer inquiries and converts sales opportunities that emerge with guests and customers interactions that may contribute to hotel profitability.

Core Job Responsibilities:

  • Partners with Resort Services Leadership to create and implement department operational policies and procedures to include reservation bookings, scripting, and Player Development support.
  • Accurately inputs and organizes hotel and casino reservation information, internet, travel agency requests and internal department communications with appropriate follow-up. Maintains accurate notes of special requests and ensures guest requests are accurately entered into the Lodging Management System. Partners with Hotel Front Desk Team to accommodate in-house guest requests/accommodation changes to ensure a high level of guest satisfaction. Assists with Hotel concierge services, guest itineraries and coordination of inter-departmental communications according to established protocols. Assesses guest requests and inquiries, offers creative suggestions and recommendations tailored to each guest's unique needs. Consistently presents information in a professional manner in both team members and business interactions. Maintains accurate logs of special requests and ensures requests are blocked in LMS. Ensures all reservations transferred to LMS are accurate.
  • Has direct supervision of Resort Services Specialists and provides leadership direction, motivation, training, and enthusiasm for the Resort Services team to drive excellence in guest satisfaction.
  • Partners with Resort Services Leadership for hiring, scheduling, training, performance appraisals and coaching for Resort Services Specialists.
  • Drives the customer experience by ensuring resolution of all guest inquiries and concerns including resolution of escalated and complex inquiries, questions, and challenges from internal and external clients.
  • Communicate and work closely with Player Development by facilitating itinerary arrangements, providing reservation confirmations, and settling folios per host instruction.
  • Communicate and work closely with the Sales Department concerning group & leisure bookings and Revenue Management to ensure all systems are effectively managed to maximize occupancy & ADR. Collaborate with Sales on all potential group business, oversee the management of the group block, cut off dates, rooming lists, group block activity.
  • Builds relationships with various departments and proactively collaborates.
  • Monitor call volume, actively seek opportunities to increase revenue as well as use as a coaching tool.
  • Handle all special reservation requests to include V.I.P. reservations, packages, and discounts.
  • Demonstrates technical knowledge to open close and place restrictions in various booking engines and with OTA partners as applicable.
  • Compliance to standards for rate plans, rate categories, market segment set-up, inventory classification.
  • Performs other job-related duties as requested.
Qualifications:
  • A minimum of 3 years in a casino marketing support center servicing large properties in a supervisory or managerial role.
  • A minimum of 2 years in Reservations, Group or Hotel Operations in a supervisory or managerial role.
  • Proficient in but not limited to CMS, LMS, Patron Management, Microsoft office, Passkey, Amadeus.
  • Able to work in a fast-paced, busy, and somewhat stressful environment while maintaining a proper mental attitude.
  • Ability to review and analyze customer gaming activity to extend limited complimentaries in accordance with company guidelines.
  • Must be a quick learner and adapt to a dynamic, fluid working environment.
  • Must be extremely detailed oriented and have a high degree of problem-solving abilities.
  • Must obtain a Nevada Gaming license.
  • Excellent verbal and written communication skills to include effective skills in English in oral and written forms.
  • Strong Presentation skills.
  • Time Management and Organizational skills.
  • Customer relations and interpersonal skills.
  • Must be able to work varied shifts, including weekends and holidays.
  • Must be able to work with others, communicate well, give directions, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives.
  • At least 21 years of age.
  • Technical comprehension of applications pertaining to Sales, distribution, and revenue systems.
  • Experience developing and implementing effective plans to maximize rooms revenue.
  • Identifies business requirements and collaborates with partners.
Physical Demands:
  • Work is performed in a casino / hotel setting.
  • Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
  • May be exposed to smoke.
  • The noise level in the work environment is usually moderate to loud.
  • Constant contact with executives, department leadership, team members, and guests.
  • Prolonged sitting or standing and mobility.
  • Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions, lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.
  • Eye/hand coordination.
  • Use of standard office equipment.
  • Ability to distinguish letters, numbers, and symbols.


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