What are the responsibilities and job description for the Assistant Reservations Manager position at Atlantis Casino Resort & Spa?
Overview:
The Assistant Reservations Manager is vitally important to the continued success of the company. Assistant Reservations Manager supervises the general performance of the reservations team and provides assistance and training when needed. Assistant Reservations Manager help guests make travel plans. They describe ideal hotel accommodations, provide room rates, and reserve dining, spa services and other vacation-related arrangements over the phone, fax or through email. To become a successful Assistant Reservations Manager, they must have a clear speaking voice and demonstrate strong interpersonal, supervisory, analytical and organization skills. During this process they will be a leader of the Reservations Department that supervises, mentors and guide the team to exceeding service levels.
Responsibilities:
- Supervise, mentor, and lead the general performance of the reservations team.
- Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.
- Able to train new team members as well as creating a culture of generating new knowledge opportunities.
- Provide superior service via phones, e-mails and faxes as a receiver and caller.
- Ability to incorporate active listening skills and questioning techniques that support effective telephone communication and sales skills.
- Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Effectively deal with job stress, angry callers, upset guests and Team Members.
- Understand the impact of attitude when speaking with guests and Team Members.
- Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the guest and draw them back to our resort for future visits.
- Apply proper telephone etiquette to satisfy various guest situations.
- Assist with providing reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the hotel.
- Provide assistance with questions regarding the Company and Special Events.
- Consistently be 35% conversion on a monthly, quarterly and yearly basis.
- Assist with filing when needed.
- Produce daily and weekly rate comparisons for area hotels utilizing the Internet and telephone.
- Respond to email correspondence in a timely and professional manner.
- Ensure all 3rd party reservations are in the system and correct by going through same day arrival lists provided by management.
- Input 3rd party reservations that are sent via fax and email.
- Charge credit cards as required on 3rd party reservations or when deposits are mandated by group contracts.
- Ability to train new Sales Agents utilizing the tools provided by the department and human resources.
- Process credit card authorization as needed.
- Display time flexibility towards shifts as per work floor requirements
- Monitor Sales Agents calls to ensure correct sales tactics are being utilized
- Adhere to all company policies and procedures.
- Other duties as assigned.
- High School diploma or equivalent
- Proficient in relevant computer applications (Office, Word, Excel, HAL, LMS, Hotel Extranets)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Experience within call center or customer service environment preferred
- Knowledge of administration and clerical processesStrong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills.
Reservations Specialist
Atlantis Casino Resort & Spa -
RENO, NV
Virtual Assistant 5-10 Hours per Week (IC-KJ)
Mom to Virtual Assistant -
Reno, NV
Reservations Supervisor Fulltime Varied Shifts
Century Casinos Inc -
Sparks, NV
