Cira Hospitality Group - Group Reservations Specialist

Cira Hospitality Group 

JOB SUMMARY:

          
Reports to the Hotel Revenue Manager and up to Director of Hotel Operations. Provides excellent guest service over the phone and/or via email to guests that make hotel room reservations. Enters and confirms all types of reservations in the hotels property management system including, but not limited to Sales, Hotel, Marketing, Player Development and Executive Departments rooming lists.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing consistently prompt and courteous service to our Guest, Vendors, and Team Members in a professional manner at each encounter.
• Maintain a safe, clean, and comfortable environment always.
• Reports for work on time and have the flexibility to work varied shifts, including overtime, holidays and weekends, and/or changing hours or days off, when needed.
• Always presents a neat, clean and well-groomed appearance.
• Performs other related duties as assigned
• Maintain an upbeat, positive and professional demeanor in a busy and/or changeable office atmosphere
• Maintain effective relationships with all team members throughout the property in order to provide a strong, supportive and objective environment.

JOB SPECIFIC FUNCTIONS:

• Ensures satisfaction of customers and consistently provides prompt and courteous service.  Ensures that at all times guest interactions are conducted in professional manner, either in person, via electronic communications or on the phone.
• Coordinates rooming lists from a variety of sources including: Sales, Hotel, Marketing, Player Development and Executive Departments.
• Perform tasks associated to hotel room blocks for groups such as, but not limited to: building group blocks in property management system, monitoring pick up reports, inputting hotel & transportation reservations, and assisting callers from affiliated Casinos.
• Including Sales booked citywide rooming lists and completion of room audits
• Maintain timely communication, both written and verbal, between group contacts, clients, sales & service managers, and supervisors/ property management, providing appropriate guest resolution within established scope of authority
• Ensure all special guest requests are notated including late check-outs, VIP set-ups, ADA accommodations, hierarchy specifications, etc.
• Disseminate Group Resumes to the appropriate departments across all properties, including Hotel Front Desk, Transportation, Accounting, Security, Public Area Department, Marketing, etc.
• Create and distribute all special reporting/tracking requests/needs for group contacts and management
• Provides clients and other team members relevant information when booking reservations and/or qualifying room rates based on hotel availability especially during restricted dates.
• Knowledgeable on all Player’s Club levels/tiers to be able to extend/determine complimentary worth and other discounted privileges to casino VIP guests based on tracked casino play.
• During non-peak group periods throughout the year may act as a Room Reservations agent within the Reservations Department.
• Maintains constant awareness of services, promotions and events offered by the hotel as well as sister businesses and disseminate information accurately to all guests.
• Accepts direction from supervisor and demonstrates the ability to profit/change from constructive criticism.
• Follows lawful directions from supervisors.
• Understands and follows Company/Department’s work rules and procedures.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  All Employees must be knowledgeable of all Company policies and procedures, including fire and safety regulations. Must be twenty-one (21) years of age or older.

EDUCATION and/or EXPERIENCE:

High school diploma or the equivalent.

Previous experience and/or training preferred.

Must possess excellent guest service skills to effectively deal with guests.

CERTIFICATES, LICENSES, REGISTRATIONS:

Nevada Gaming Registration

LANGUAGE SKILLS:

Must be able to effectively communicate in English, verbal or written.

MATHEMATICAL SKILLS:

Must have advanced mathematical skills

COMPUTER SKILLS:

Advanced knowledge of Microsoft Word, Excel, Outlook, Opera Property Management System.

Preferred experience with Oasis, Super Playmate, Delphi

DISCLAIMER:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).