Job Details

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 knowledge of the casino, conference services, and front desk areas.
• Has a full knowledge of the Property Management System and all reports it generates.
• Has a full knowledge of the Casino Management System and all reports it generates.
• Educate and entice Reservation and Revenue Department in excelling at sales.
• Assist with selecting, hiring, training, evaluating, terminating.
• Ensures all employees have been properly trained on guest service behaviors and complete periodic testing.
• Evaluates team member performance and provides constructive feedback and recommendation to the team member in a timely manner.
• Coach and counsel Team Members as necessary.
• Establish and maintain open lines of communication with casino and hotel department managers.
• Ensure continued development of the Reservation Center.
• Understand, relate, and interact with Reservation Center staff.
• Coordinates all necessary activities/functions and communications between your department(s)/division and other departments in the hotel.
• Maintains a positive tone and outlook in the presence of line staff, line supervisors and guests.
• Conducts regular departmental meetings and documents the "minutes."
• Knowledgeable of the property's employee handbook.
• Administer corrective action and progressive disciplinary measures when necessary.
• Reviews personnel records to ensure completeness, accuracy, and timeliness.
• Ensures the highest possible standards of guest satisfaction and Team Member relations are maintained and carried out in a fair and equitable manner.
• Is knowledgeable of all emergency procedures, fire alarm operations, and is able to take charge in an emergency, if needed.
• Knowledgeable of all federal and local laws as they relate to and govern the operation of the hotel.
• Ensures that OSHA regulations are complied with, within the department and/or division.
• May be required to be a panelist for the Internal Review Hearings.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.

Supervisory Responsibilities

Directly supervises 8-12 Team Members in the Reservation Center. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing staff complaints and resolving problems.

Education

• High School diploma or equivalent required, Associates Degree (A.A.) or Associate of Applied Sciences (A.A.S.) degree preferred.

Experience

• Must have a minimum of one year reservation experience with a hotel, casino, rent-a-car, airline, cruise ship, or travel agent. Prior training and supervisory experience preferred.
• Experience in a 300 room four star/four diamond hotel a plus.

Skills

• Proficient in the use of Microsoft programs and other computer software.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, and commissions.

• Ability to coordinate multiple tasks.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to use and assist in the use of copy machines, fax machines and other office equipment.
• Ability to work with mathematical concepts such as percentages and ratios to practical solutions.

• Ability to establish procedures for the effective implementation of the VP of Hospitality's directives. Prepare complex reports, correspondence, charts, layouts, forms, handbooks, memoranda and other information and instructions.
• Direct experience in an organizational development role strongly preferred.
• Excellent organizational, communication and leadership skills.
• Knowledge of principles and practices of general business administration including personnel practices and employment laws, program budgeting, general accounting, financial analysis, and fiscal management practices.
• Skill in effectively, communicating information through verbal and written correspondence to employees, managers, clients, customers, and the general public, including writing reports, business correspondence and procedural manuals