PBX / Reservations Manager

Casino Del Sol•Tucson, AZ

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About The Position

Manages the PBX operations, including monitoring of the budget and staffing. Ensures delivery of quality service.

Requirements

High school or General Equivalency Diploma
Five (5) years progressively responsible reservation systems experience in a hospitality environment including a minimum of four (4) years supervisory experience AND one (1) year experience with point-of-sale systems AND one year of guest account billing experience OR five (5) years’ experience in hotel office management including a minimum three (3) years revenue management responsibilities AND one (1) year experience with point-of-sale systems AND one year of guest account billing experience.
Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications.
Demonstrated track record of reliability, responsiveness, and creativity.
Demonstrated track record of providing excellent guest service.
Must be able to work any shift, weekends, holidays, and special events, as needed.
Must have employment eligibility in the U.S.
Must be able to obtain, maintain, and retain a valid gaming license.
Knowledge of Sol Casinos, PBX communications, and regulatory standards and procedures.
Knowledge of standard service practices and service etiquette for telecommunications.
Knowledge of supervisory principles and practices.
Knowledge of budgetary principles and practices.
Knowledge of modern filing and recordkeeping practices and procedures.
Knowledge of service technologies needed to provide a high level of merchandising and suggestive selling.
Strong organizational, planning, and time management skills.
Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as Micros Point of Sale system.Skill in working courteously with the public as well as developing and maintaining good working relationships.
Ability to market the hotel and brand the experience.
Ability to control costs related to labor, productivity, and other expenses.
Ability to inspire all team members in the department to provide the highest levels of guest service.
Ability to communicate and follow directions effectively.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to read, analyze, and interpret complex documents, such as technical journals, financial reports, and legal documents.
Ability to think strategically, synthesize complex business/financial data, and develop innovative solutions.
Ability to perform mathematical computations pertaining to the position.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to work with minimal supervision.
Ability to exercise independent judgment and be fiscally prudent in recommending and/or selecting vendors, materials, and procedures to accomplish assigned tasks.
Ability to maintain the physical stamina required in a fast-paced work environment with challenging situations; ability to stand and walk for long periods in an environment with a loud noise level.
Ability to accomplish duties in a positive manner.
Ability to work in a smoking environment.

Nice To Haves

PBX experience in an Indian gaming/hotel environment.
Associate’s degree in a hospitality related program.
Bilingual (English/Spanish).

Responsibilities

Oversees all aspects of PBX telecommunications.
Monitors, recommends, and adjusts hotel rates to maximize hotel revenue. Manages all OTA and GDS activity and audits all websites to ensure accuracy and parity.
Monitors PBX operations to ensure compliance with Sol Casinos standards and procedures as well as applicable laws and regulations.
Ensures reservations and guest grievances are handled in a professional manner with prompt and courteous service at all times.
Monitors the PBX team members to assure they provide service in accordance with established standards and takes action to correct deficiencies; assists staff, as needed.
Maintains appropriate staffing levels; prepares work schedules as well as delegates work and makes station assignments.
Supervises and develops direct reports by mentoring, coaching, and providing performance feedback; works collaboratively with them to design professional development plans that support their continuous learning.
Ensures all team members receive training, including training on department policies and procedures.
Develops the talents and skills of team members as measured by guest satisfaction, team member satisfaction, and successful team member advancement.
Develops a ‘team” atmosphere with team members and takes a pro-active leadership role.
Interviews, recommends hires, writes and issues performance appraisals, resolves problems, provides open communication, and recommends corrective action and/or termination, when appropriate.
Holds regularly scheduled meetings with supervisors and staff.
Participates in management meetings and communicates information to line staff.
Produces weekly reports that compare activity with the previous year in areas such as reservations; forecasts reservations and labor per day for the next week.
Prepares financial reports as well as utilizes and applies the information in a timely and practical manner to improve the operation.
Maximizes cost effectiveness within the department by ensuring compliance with established budget, labor, and revenue benchmarks.
Recommends and implements techniques to improve productivity, reduce costs, and improve guest service.
Assists with the development of short and long-term strategic planning regarding hotel communication; ensures delivery is consistent with Sol Casinos’ mission and business strategy.
Maintains a safe, clean, and comfortable environment at all times.
Maintains constant awareness of services, promotions, and events offered by Sol Casinos to inform guests.
Exhibits superb team leadership/development and collaborating ability while working with department team members and other staff.
Presents a neat, clean, and well-groomed appearance at all times.
Performs other job-related duties as assigned.