Revenue Operations Coordinator, Full Time

Rio Las Vegas•Rio Las Vegas, NV

6d•Onsite

About The Position

The Revenue Operations Coordinator is responsible for supporting the Casino Marketing, Revenue Management, and Hotel Operations teams. This role involves managing reservations, promoting upsells, and ensuring superior guest service. The coordinator will work closely with various departments to resolve issues and cultivate return business by embodying the company's hospitality philosophy. A thorough knowledge of the Rio property's offerings, including room types, amenities, restaurants, and shows, is essential. The position requires meticulous tracking of room blocks and restrictions, efficient handling of guest inquiries, and maintaining confidentiality.

Requirements

Proficiency in software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment. (i.e. telephone, copier, projector, etc.)
Excellent oral, written, communication and presentation skills
Effective time management skills and ability to multi-task in a fast-paced environment
Experience with property management systems (e.g., Opera, LMS), CRM tools
Excellent customer service and interpersonal skills
Ability to travel both domestically and internationally, as required
Extraordinary attention to detail, while working under tight deadlines
Ability to resolve problems to the satisfaction of both the guest and the company
Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
Cross-cultural experience preferred
Must be willing and able to work a flexible schedule to include nights and weekends
Work in a fast-paced, busy, and somewhat stressful environment
1-2 years of experience in Hotel Sales, Contact Center, or Third-Party Distribution

Nice To Haves

Bachelor’s degree in Hotel or Business Administration, Marketing, or a related field and/or equivalent combination of education and experience preferred

Responsibilities

Report directly to Revenue Operations Supervisors
Support the Casino Marketing, Revenue Management, and Hotel Operations teams in all aspects with regards to all Reservations
Book, change, cancel, and reconfirm existing reservations for hotel, casino, leisure and group, verify room availability
Promote and market upsells of rooms and suite types, restaurants, and shows
Forward and deliver guest correspondence when requested; transfer to other departments when needed
Answer all incoming calls in a timely manner
Verify availability, confirm reservations, and perform daily tasks that assist with data and reservation management
Collaborate with Property Management to troubleshoot and resolve issues that arise both internally and externally
Cultivate return business by communicating the company’s philosophy of hospitality in all customers
Eagerly demonstrate a complete working knowledge of all Rio property room types, room amenities, restaurants, shows, and general knowledge of the hotel/casino
Track and follow established room block and restrictions when notified by management
Welcome guests and provide superior guest service using the property guest service standards
Perform quick, efficient, accurate, and friendly service to calls coming into and through the main telephone system numbers
Receive and deliver all messages (voice, text, etc.) for property executives and guests
Control calls, staff, and guests during an emergency
Ensure department business is carried out in an efficient and professional manner
Provide the highest level of customer service to all guests
Answer multi-line phone system to manage the reservations queue, assist calls and transfer callers to other departments, as necessary
Process and input Group/Wholesale rooming lists sent from meeting planners and wholesale companies for future groups when needed
Run daily traces: to see what blocks need to be checked for rooming list, money, cutoffs/extensions, any special requests and traces from the front desk regarding issues with the reservations
Communicate effectively with Group and Leisure Sales regarding room blocks and pick up and manage cutoff
Understand and comply with all company rules and regulations
Maintain confidentiality in all department affairs
Perform all duties deemed necessary for the success of the department