GENERAL SUMMARY
Manage Reservations Department (Reservations Attendant, Supervisors, Coordinator) and PBX Department (PBX Attendant and PBX Lead). Maintain Rate Integrity across all channels of business (In-house quotes, Internet, Group Sales, Travel Agents). Balance mix of business to ensure division profitability. Establish guidelines and procedures for all involved in selling rooms. Ensure open communication with all departments regarding Room Occupancy and Revenue. Make decisions to drive the highest revenue (ADR & RevPar) for the hotel. Assist in establishing marketing plans to increase property visibility and work with Group Sales to assist in delivering convention business.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.
KEY RESPONSIBILITIES
- Responsible for department reports for revenue, trends, forecasting, and production including budgeting each fiscal year’s occupancy and revenue projections.
- Conduct Weekly Revenue Maximization meetings with key departments on property.
- Maximize room revenue through the management of room inventory, market mix, and pricing strategy.
- In collaboration with management, responsible for setting and meeting revenue and yield targets.
- Responsible for daily rates and communication to staff of changes in daily pricing strategies.
- Ensure competitive room rates for the best return.
- Maintain and utilize Revenue Management System to optimum levels.
- Maintain Reservations booking page on Pechanga.com.
- Ensure accurate data in Operating System.
- Oversee implementation and administration of all E-Commerce channels to maximize room revenue.
- Provide essential communication with Sales, Player Development, and VIP Services departments.
- Establish training guidelines and development plans for team members.
- Attend weekly department meetings with Group Sales, Hotel Division, and VIP Services Manager.
- Respond to inquiries for business from all departments in a timely manner.
- Manage team members to ensure an efficient department.
- Ensure Pechanga business is conducted economically, effectively, and in accordance with Company policies.
- Ensure all billable services are reported and accurately reflected in the Opera System and financial statements.
- Ensure adjustments to revenue are appropriate and approved.
- Ensure compliance with internal controls and procedures related to revenue recording and reporting.
- Other duties as assigned.
ACCOUNTABILITY: The Reservations Manager has supervisory responsibilities including departmental hiring, corrective action, terminations, team member relation issues, forecasting, and budgeting.
QUALIFICATIONS AND GUIDELINES
EXPERIENCE/TRAINING/EDUCATION: An Associate's degree (A. A.) or equivalent from a two-year college or technical school is required; or a Bachelor's degree (B. A.) from a four-year college or university and a minimum of five (5) years’ experience in Front Office/Reservations/Sales/Revenue Management required.
COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. It also requires the ability to respond to inquiries or complaints from customers, regulatory agencies, or business community members, write speeches and articles conforming to prescribed style and format, and effectively present information to management and public groups.
MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of geometry and trigonometry, as well as apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions, as well as interpret technical instructions in mathematical or diagram form and deal with multiple variables.
CERTIFICATES, LICENSES, REGISTRATIONS: N/A
SKILLS/ABILITIES:
- Must be proficient with all Windows applications.
- Must have a thorough knowledge of Microsoft Word & Excel.
- Abide by all State and Federal gaming regulations.
- Familiar with all Safety and emergency procedures.
- Perform additional tasks as assigned by Management.
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