Palms Casino Resort

The Supervisor Group Reservations is responsible for providing high-level administrative support to the Resort Services Management Team and Revenue and the liaison between Sales, Entertainment, Accounting, and outside clients along with supervising a minimum of 2 direct reports.

The Supervisor Group Reservations plays a key role in ensuring efficient booking and communication processes are completed for room reservations for contracted rooms through our group sales department, while maximizing revenue. Their primary goal is to receive, review, process, and accommodate all group business as well as wholesale, extranet, and third-party business. All while providing the highest quality of service to external and internal guest/clients.

Core Job Responsibilities:

• It is the primary responsibility of the Supervisor Group Reservations to oversee the management of inventory, rates and reporting within the Resort Services department.
• Review and process all reservation and group modifications, additions, cancellations, and/or revisions per the request and applicable department and hotel policy, procedure, and guidelines.
• Process group rooming listings in their various formats, at department standards, in LMS and Passkey system.
• Closely monitors, and manages group blocks, pick-ups, and blind cuts, as necessary.
• Provides updates of all groups and any historical patterns and circumstances which may negatively impact room inventory/revenue during block review meetings with Operations, Revenue and Sales leadership.
• Develops and maintains new and improved reporting tools and techniques.
• Closely monitors inventory availability and manages upsell inventory in Passkey and LMS to support group block adjustments.
• Review, compare, and improve group notations, reservations, master accounts, and/or other group related items per group resumes published by the Sales teams.
• Review applied billing profiles, reservation rates, stay dates, and other billing information.
• Review all communicated VIPs and notate as needed.
• Oversees the daily execution and distribution of reports to ensure accuracy and timeliness.
• Advises department leadership and Revenue Management of any historical patterns and circumstances which may negatively impact room inventory/revenue.
• Manages the delivery and measurement of guest service is consistent with established departmental guidelines/ standards.
• Attends meetings with clients and property staff as needed, acting as a key liaison between Sales/ Service Managers, group contacts, and meeting planners.
• Compile reports for Resort Services, Groups and Wholesale Management, and other departments as directed.
• Process wholesale, extranet, and third-party company requests, reservations, modifications, cancellations, as needed.
• Communicate and resolve guest situations in conjunction with third-party companies.
• Receive and answer questions regarding Groups, wholesale, extranet, and third-party companies as they are communicated from throughout and outside the company.
• Performs all the functions of a Group Reservations Coordinator at a high level of expertise, offering technical guidance/assistance as needed.
• Perform other job-related duties as requested.

Qualifications:

• A minimum of 2 years in Reservations, Casino Marketing, Group or Hotel Operations in a supervisory or managerial role.
• Proficient in but not limited to CMS, LMS, Patron Management, Microsoft Office, Passkey, Amadeus/Delphi.
• Able to work in a fast-paced, busy, and somewhat stressful environment while maintaining a proper mental attitude.
• High school diploma or equivalent.
• Excellent analytical, problem solving, administrative, multi-tasking, organization and prioritization skills.
• Excellent interpersonal and communication skills (verbal and written), fluent English and articulate.
• Ability to work efficiently, independently and cohesively, consistently producing quality results.
• Detail oriented and demonstrated problem solving skills.
• Strong organizational skills and ability to function under time constraints.
• Ability to plan, organize, and execute multiple tasks within established timelines.
• Professional appearance and demeanor.
• At least 21 years of age.
• Must be available to work evening, weekend and holiday shifts.
• An equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.

PREFERRED

• One (1) year of work experience in hospitality industry and/or operations
• Technical understanding of hotel Property Management Systems not limited to LMS, Passkey, Amadeus and Cognos.

Physical Demands:

• Work is performed in an office 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 management, 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.

Equal Opportunity Employer:

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!