Job Description

Position: PBX/Reservations Supervisor

Department: Hotel

Job Summary: Supervises team members to ensure that they promptly and professionally answer all incoming reservations and/or PBX related calls in an accurate, pleasant, courteous, and enthusiastic manner. Trains and motivates team members to utilize progressive sales techniques that will ensure maximum results while working with multiple software systems.

Duties and Responsibilities (specific areas of responsibility include but are not limited to):

1. Oversees daily operations of the PBX telecommunications area.
2. Ensures team members accurately make hotel reservations using a reservation software system.
3. Ensures reservations and guest grievances are handled in a professional manner with prompt and courteous service at all times.
4. Ensures the PBX team members provide service in accordance with established standards and takes action to correct deficiencies; assists staff, as needed.
5. Recommends and implements techniques to improve productivity, reduce costs, and improve guest service.

1. Recommends or prepares and implements policies and procedures.
2. Completes a shift report after each shift; documents shift accomplishments and issues for supervisory review and/or action.

1. Performs supervisory responsibilities such as planning, assigning, and directing work; assisting in the writing and issuing of performance appraisals; and handling team member relations matters.

1. Ensures all team members receive training, including training on department policies and procedures.
2. Develops the talents and skills of team members as measured by guest satisfaction and team member satisfaction.
3. Develops a team atmosphere with team members and takes a pro-active leadership role.
4. Supervises and develops direct reports by mentoring, coaching, call scoring and providing regular performance feedback; works collaboratively with them to design professional development plans that support their continuous learning.

1. Assists with Front Office tasks as assigned or needed.

1. Maintains a safe, clean, and comfortable environment at all times.
2. Maintains constant awareness of services, promotions, and events offered to inform guests.
3. Provides superior guest service to our guests and team members by leading by example.
4. Exhibits superb team leadership/development and collaborating ability while working with department team members and other staff.
5. Presents a neat, clean, and well-groomed appearance at all times.
6. Performs other job-related duties as assigned but not limited to.

Knowledge, Skills, and Abilities:

1. Knowledge of Sol Casinos’ reservations software system.
2. Knowledge of departmental and Sol Casinos’ policies and procedures.
3. Knowledge of PBX communications and regulatory standards and procedures.

1. Knowledge of front desk operations such as the check in/out function.

1. Strong knowledge of standard service practices and service etiquette for telecommunications.
2. Knowledge of supervisory principles and practices.
3. Knowledge of standard office policies, procedures, and practices
4. Knowledge of modern filing and recordkeeping practices and procedures.
5. Strong organizational, planning, and time management skills.

1. Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as Point of Sale systems and reservation software systems.

1. Skill in working courteously with the public as well as developing and maintaining good working relationships.

1. Ability to achieve sales targets.
2. Ability to operate a multi-line phone system in a high call volume environment to direct calls and process hotel reservations.

1. Ability to market the hotel and brand the experience.
2. Ability to control costs related to labor, productivity, and other expenses.
3. Ability to inspire all team members in the department to provide the highest levels of guest service.
4. Ability to effectively communicate.
5. Ability to read, analyze, and interpret complex documents, such as reservation logs, technical journals, and financial reports.
6. Ability to perform mathematical computations pertaining to the position.
7. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
8. Ability to work with minimal supervision.
9. Ability to use office equipment such as a multi-line telephone system, computer, handheld radio, and photocopier.

1. Ability to type at least 40 words per minute.

1. Ability to maintain the physical stamina required in a fast-paced work environment with challenging situations; ability to stand and walk for long periods in an environment with a loud noise level.
2. Ability to accomplish duties in a positive manner.

Minimum Qualifications:

1. High school or General Equivalency Diploma AND two (2) years’ experience related to the position, preferably in a hospitality environment, including one (1) year of supervisory experience AND one year cash handling and credit card processing.
2. Computer proficiency with Microsoft Office Suite software, especially word processing and spreadsheet applications as well as Point of Sale systems and reservation software systems. May be required to provide proof of ability to type 40 words per minute minimum.
3. Demonstrated track record of reliability, responsiveness, and creativity.
4. Demonstrated track record of providing excellent guest service.
5. Ability to show complete flexibility without any scheduling restrictions by agreeing to work morning shifts, mid shifts, evening shifts, overnight shifts, weekend shifts, extended shifts, holidays and special events.
6. Must be able to work in a smoking environment.
7. Must have employment eligibility in the U.S.
8. Must be able to obtain, maintain, and retain a valid non-gaming license if necessary.

Preferred Qualifications:

1. PBX experience in an Indian gaming/hotel environment.
2. Associate’s degree in a hospitality related program.
3. Bilingual (English/Spanish).