The Group Reservations Supervisor is responsible for providing high-level administrative support to the Resort Services Management Team and Revenue and the liaison between Sales, Entertainment, Accounting, and outside clients along with supervising a minimum of 2 direct reports.
The Group Reservations Supervisor plays a key role by ensuring efficient booking and communication processes are completed for room reservations for contracted rooms through our group sales department, while maximizing revenue. Their primary goal is to receive, review, process, and accommodate all group business as well as wholesale, extranet, and third-party business. All while providing the highest quality of service to external and internal guest/clients.
Core Job Responsibilities:
- It is the primary responsibility of the Group Reservations Supervisor to oversee the management of inventory, rates and reporting within Resort Services department.
- Review and process all reservation and group modifications, additions, cancellations, and/or revisions per the request and applicable department and hotel policy, procedure, and guidelines.
- Process group rooming listings in their various formats, at department standards, in HMS and Passkey system.
- Closely monitors, and manages group blocks, pick-ups, and blind cuts, as necessary.
- Provides updates of all groups and any historical patterns and circumstances which may negatively impact room inventory/revenue during block review meetings with Operations, Revenue and Sales leadership.
- Develops and maintains new and improved reporting tools and techniques.
- Closely monitors inventory availability and manages upsell inventory in Passkey and HMS to support group block adjustments.
- Review, compare, and improve group notations, reservations, master accounts, and/or other group related items per group resumes published by the Sales teams.
- Review applied billing profiles, reservation rates, stay dates, and other billing information.
- Review all communicated VIPs and notate as needed.
- Oversees the daily execution and distribution of reports to ensure accuracy and timeliness.
- Advises department leadership and Revenue Management of any historical patterns and circumstances which may negatively impact room inventory/revenue.
- Manages the delivery and measurement of guest service is consistent with established departmental guidelines/ standards.
- Attends meetings with clients and property staff as needed, acting as a key liaison between Sales/ Service Managers, group contacts, and meeting planners.
- Compile reports for Resort Services, Groups and Wholesale Management, and other departments as directed.
- Process wholesale, extranet, third-party company requests, hotel, and casino reservations, modifications, cancellations, as needed.
- Communicate and resolve guest situations in conjunction with third-party companies.
- Receive and answer questions regarding Groups, wholesale, extranet, and third-party companies as they are communicated from throughout and outside the company.
- Performs all the functions of a Group Reservations Coordinator at a high level of expertise, offering technical guidance/assistance as needed.
- Support Resort Services in a leadership capacity by assisting team members, addressing questions, and helping complete various tasks as needed.
- Perform other job-related duties as requested.
