Central Reservations Supervisor

Let's Be Friends!

At The Mill Casino, there's nothing better than being around your friends, and that's exactly the atmosphere we want to create here. We want team members to feel like they're welcomed with the unique experiences and growth we can offer. Come be part of the special atmosphere and hospitality of the hotel, or the welcoming, fun and friendly character of the restaurants and casino. Join our team in its dedication to be the leading destination for gaming and hospitality on the beautiful, southern Oregon coast!

BASIC FUNCTION (the primary purpose of this position):

This position is responsible for supervising the Central Reservations department. This position will also perform the duties of the assigned personnel.

PRINCIPAL ACTIVITIES & RESPONSIBILITIES:

• Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
• Makes individual Hotel, RV Park, special event and transportation reservations/arrangements.
• Draft responses to inquiries received from guests.
• Follows proper phone protocols and property transfer procedures.
• Provides information to guests about the property, promotions, programs, events, and benefits.
• Represent The Mill professionally and positively on the telephone and in person, and consistently demonstrates the inclusion of Million Dollar Service in each interaction.
• Responsible for knowing rates to be quoted daily and for future reservations; employs sales techniques in order to upsell and close the reservation process.
• Reserve any special accommodations as requested by the guest; properly input and confirm with caller reserved information.
• Use appropriate greetings, listen to and responds to guests needs appropriately.
• Maintains security and confidentiality of files, records, and lists.
• Maintains high standards of courtesy, professionalism and discretion in communications to, or about preferred customers, their arrangements and finances.
• Offers alternatives to guests as deemed appropriate.
• Adhere to regulatory, departmental and company policies in an ethical manner.
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
• Stay informed about all property events, initiatives, products, and services focused on and/or relating to Mill Club guests.
• Must be willing to work any day of the week and shift as needed to provide leadership to department.
• Responsible for tracking and maintaining all department reservation logs and call volume logs.
• Responsible for overseeing the training and development of CR Team Members.
• Responsible for updating the company phone list.
• Responsible for weekly departmental schedules.
• Will assist with personnel activities such as counseling, coaching, interviewing and hiring.
• Other duties as assigned.

POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):

• HS Diploma or GED required.
• 2 years of customer service experience required preferably in a high volume environment.
• 2 years of hotel front desk or call center experience is highly preferred.
• Previous lead or supervisory experience highly preferred.
• Must be able to type 45 wpm with excellent writing and proof reading skills.
• Computer experience essential, including all Windows applications.
• Knowledge of the casino's Millionaire$ Club Program and comping criteria is a plus.
• Good administrative organization skills required. Ability to work with large volumes of detail deadlines and pressure situations.
• Ability to work without supervision and to organize and track multiple projects and large amounts of detail necessary.
• Must possess a pleasant and easily comprehensive voice on the phone and in person.
• Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
• Able to read, write, speak and understand English.
• Able to work flexible hours, varying shifts, holidays and weekends.
• Ability to work in a highly structured and measured environment.
• Ability to memorize data concerning various events, promotions, and services.
• Ability to maintain a high level of quality and accuracy in job performance.
• Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
• Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies.

PHYSICAL DEMANDS/WORK ENVIRONMENT (the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential job functions):

Ability to work weekends, holidays and evening hours as business demands. While performing duties of this position, employee is required to sit for extended periods, frequently walk, and use hands to; finger, handle, or feel objects, tools, or controls. Must be able to lift 20 pounds with occasional lifting of more than 35 pounds, assisted. Ability to manage stress appropriately, make decisions under pressure, and manage anger, fear, hostility and violence of others appropriately. The position requires the ability to process information using computer methods and technology, at times for more than 50% of the work time. This position works in a call center environment. The casino work environment may expose you to second hand smoke on a regular basis.

This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.

The Mill Casino • Hotel & RV Park is owned by the Coquille Indian Tribe. Team members at The Mill are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.