Reservations Supervisor Fulltime Varied Shifts

Century Casinos Inc • Sparks, NV

6h • Onsite

About The Position

Responsible for supporting the Reservations/PBX Manager in their absence and supervising the daily activities of the Reservation Agents.

Requirements

• Minimum 2 years supervisory experience in call center, room reservations, or hotel front desk required.
• High School diploma or equivalent is required.
• Effectively communicate with others both verbally and in written form using the English language.
• Advanced skill with Microsoft Office including, Excel, Word, and Outlook.
• Excellent communication, and organization skills with the ability to work on many projects.
• Employee Gaming registration required.

Responsibilities

• Support the Reservation Agents in all aspects; resolve all guest questions, answer telephones if calls are in queue, consistently controlling call volume.
• Ability to understand and communicate all concepts related to room reservations including yield rate, group sales, wholesale and convention reservations internet procedures and PMS.
• Effectively motivate employees through positive re-enforcement.
• Oversee the department schedule, and ensure staffing is adequate for current business levels.
• Promote a positive and energetic image about the changing business practices related to the reservations department.
• Perform various daily tasks including, booking, changing, or canceling a reservation, cross-selling, ticket selling, and other standards as determined by management.
• Clearly communicate and demonstrate enthusiastic service.
• Handle all incoming customer transactions promptly, efficiently, accurately, and professionally.
• Adhere to department and company appearance guidelines.
• Safeguard customer confidentiality and privacy in accordance with company and department standards.
• Assist with special projects and/or additional duties as directed by a manger.
• Conduct daily pre shift meetings, ensuring that agents are up to date on upcoming events, room rates, daily reservation changes.
• Collaborate with property management to troubleshoot and resolve issues that arise during live service.
• Address guest complaints and concerns in a timely and professional manner.
• Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
• Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate
• Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
• Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
• Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
• Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
• Regular predictable attendance is required.
• Other duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees