DR Lead Reservations Agent Guest Service Supervisor

SUMMARY:  Responsible for assisting the Reservation Supervisor in the daily operations of the Reservations department with a focus on training Team Members on Guest Service procedures. Additionally responsible for answering callers’ questions, providing Hotel and RV Park rates and entering reservations, changes and cancellations into the Central Reservations System.

Essential Responsibilities and Duties:  (Specific areas of responsibility including, but not limited to):

• Trains new Hotel Team Members on Reservation Operations and the Central Reservations System.
• Follows up and assesses training progress of new Team Members.
• Provides supervision and guidance to Reservations agents in the absence of the Reservations Supervisor, including counseling, coaching and recommending corrective action to the Reservations Supervisor.
• Assists the Reservations Supervisor to ensure the Team Members are equipped with all required trainings and the necessary knowledge and skills to achieve job expectations.
• Assists in the supervision of the Reservations Agents in answering callers’ questions and providing Hotel and RV Park rates. Ensures optimal levels of quality service and hospitality are provided to Guests.
• Uses superior Guest Service skills to build rapport with Guests.
• Answers and responds to Guest problems and/ or requests professionally, courteously and accurately.
• Promptly responds to any incident of Guest dissatisfaction and works to resolve the issue.
• Ensures the arrival checklist is updated daily and the inconsistencies are investigated immediately.
• Ensures all communication containing Tuolumne Band of Me-Wuk Indians; TEDA, Inc.; Black Oak Casino Resort and Guest information is consistent with the privacy policies and procedures.
• Writes shift reports including any incident of theft, accident or injury as assigned.
• Attends departmental meetings and trainings as scheduled. Participates in committees as requested.
• May be required to work as a Guest Service Agent as directed.
• Performs other duties and attends to special projects as assigned.

Mandatory Requirements: 

• Must possess a high school diploma, G.E.D, or equivalent.
• Must be at least 18 years old.
• Must have one year of experience as a Reservations Agent or similar position; previous supervisory experience preferred.
• Experience in Guest Service, data entry, multi-line phones and hospitality preferred.
• Existing knowledge of common industry terms and practices preferred.
• Must be able to multi-task.
• Must be able to operate office and phone equipment such as a computer, calculator, consoles, headsets, etc.
• Must give strong attention to detail and possess excellent organizational and time management skills.
• Must be able to follow an appropriate course of action based on policies and procedures.
• Must be able to work in a fast-paced environment (sometimes under pressure) while remaining professional, flexible and efficient.
• Must possess excellent communication and writing skills.
• Must be able to pass a mandatory drug test and background check.
• Must provide evidence of employment eligibility in the U.S.
• Must be able to communicate proficiently in English.

Physical Demands:

• Must be able to lift 25 pounds and occasionally more with assistance.
• Must be physically able to perform all job requirements.

Work Environment:

• Must be able to work in a noisy environment.
• Must be able to work all shifts, weekends, holidays and special events.