The Lead Reservationist is responsible for the supervision and direction of all aspects of the Reservations and PBX operations. This position assists the Reservations/PBX Manager in the planning, staffing, supervising, training and organization of all department personnel and their duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Create and ensure a fun-filled, sophisticated and exciting environment where the flawless delivery and execution of service excellence is paramount.
Serve as a leader for employees while fostering teamwork, employee morale, motivation and open communication.
Serve as a role model for staff, other departments and management.
Provide appropriate recognition and rewards to individuals and groups when consistent superior results and serve levels are attained.
Ensure each team member clearly understand their importance in completing the superior service experience, and hold staff accountable to meet their respective performance and service quality expectations.
Maintain and enhance a safe, secure and comfortable environment for our guests and employees.
Ensure all guest contact is courteous, informative, individualized and thorough.
Make certain the delivery of exceptional upscale guest service to VIP guests, clearly setting them above the rest, while providing superior guest service to all guests both external and internal.
Remain exceptionally calm and focused under pressure, setting an example for the division and the company.
Help staff learn the names, habits and preferences of repeat and VIP guests, and use knowledge to enhance guest experience beyond expectations.
Ensure adherence to grooming standards in the department.
Report to work in proper well-maintained and pressed business attire.
Set example for appropriate conduct in a service culture, expect same from staff.
Ensure that staff always directs full attention to guests and anticipates guest need.
Encourage staff to function independently, use good judgment and common sense within pre-defined guidelines.
Ensure that staff assist guests in a polite, courteous manner, anticipate guest needs and questions, provide assertive hospitality, answer inquiries, ensure proper handling of phone calls according to scripts and guidelines, and display excellent phone etiquette.
Develop terminology and script for staff to use, and check for compliance.
Review daily supply and inventory levels.
Order supplies when needed.
Maintain professional procedures and ensure compliance.
Make recommendations and prepare proposal to improve current service standards to become and remain superior in service and product quality through constant improvement.
Ensure fair treatment in accordance with company and department policies, procedures, processes and values, and union contract.
Supervise employees within department to maintain a proper level of functioning, ensuring all procedures are properly executed.
Assign daily work, develop and supervise an annual Reservations operating budget.
Monitor and evaluate employee work habits and performance, conduct employee performance evaluations.
Provide break or meal time relief for Reservations and PBX staff.
Responsible for weekly scheduling; oversee scheduling needs for upcoming days, weeks, events, etc.
Provide quality control assurance by measuring performance through routine inspections, reports and call monitoring.
Train new hires in all policies and procedures of the department.
Address and resolve all staff and employee complaints promptly.
Maintain check on consumption of departmental supplies, care and appearance of department and its fixtures and equipment.
Perform data entry on guest history records as appropriate and necessary.
,Works closely with all other departments.
May be required to assist other departments within the division.
Maintain a professional appearance reflective of the hotel image and conduct behavior in a mature and professional manner.
Perform other duties as assigned by management.
Directly supervises nine employees in the Reservations & PBX. Carries 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 complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
Three to six months related experience and/or training; one year certificate from college or technical school; or equivalent combination of education and experience. Ability to remain calm and posed under pressure. Strong hands-on approach. Assures safety and security policies and procedures are followed. Excellent time management, organizational and interpersonal skills. Attention to detail a must. Highly motivated, energetic and quality oriented.
Must be at least 18 years of age.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Certificates, Licenses, Registrations
Cache Creek Casino Resort Tribal Gaming License.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job with or without reasonable accommodations.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.
The noise level in the work environment is usually moderate. This position requires the position holder to spend a great deal of time indoors working at a computer terminal and answering phones.
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