ROLE EXPECTATIONS
Responsibilities include, but are not limited, to the following:
Report directly to Revenue Operations Supervisors
Support the Casino Marketing, Revenue Management, and Hotel Operations teams in all aspects with regards to all Reservations
Book, change, cancel, and reconfirm existing reservations for hotel, casino, leisure and group, verify room availability
Promote and market upsells of rooms and suite types, restaurants, and shows
Forward and deliver guest correspondence when requested; transfer to other departments when needed
Answer all incoming calls in a timely manner
Verify availability, confirm reservations, and perform daily tasks that assist with data and reservatio
Collaborate with Property Management to troubleshoot and resolve issues that arise both internally and externally.
Cultivate return business by communicating the company’s philosophy of hospitality in all customers
Eagerly demonstrate a complete working knowledge of all Rio property room types, room amenities, restaurants, shows, and general knowledge of the hotel/casino.
Track and follow established room block and restrictions when notified by management
Welcoming guests and providing superior guest service using the property guest service standards
Performing quick, efficient, accurate, and friendly service to calls coming into and through the main telephone system numbers
Receive and deliver all messages (voice, text, etc.) for property executives and guests
Control calls, staff, and guests during an emergency
Ensure department business is carried out in an efficient and professional manner
Provide the highest level of customer service to all guests
Answer multi-line phone system to manage the reservations queue, assist calls and transfer callers to other departments, as necessary
Process and input Group/Wholesale rooming lists sent from meeting planners and wholesale companies for future groups when needed
Run daily traces: to see what blocks need to be checked for rooming list, money, cutoffs/extensions, any special requests and traces from the front desk regarding issues with the reservations
Communicate effectively with Group and Leisure Sales regarding room blocks and pick up and manage cutoff
Understand and comply with all company rules and regulations
Cultivate return business by communicating the company’s philosophy of hospitality in all customer interactions
Maintain confidentiality in all department affairs
Perform all duties deemed necessary for the success of the department
SUPERVISORY RESPONSIBILITIES
The Revenue Operations coordinator does not have any direct reports
REQUIREMENTS
Proficiency in software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment. (i.e. telephone, copier, projector, etc.)
Excellent oral, written, communication and presentation skills
Effective time management skills and ability to multi-task in a fast-paced environment
Experience with property management systems (e.g., Opera, LMS), CRM tools
Excellent customer service and interpersonal skills
Ability to travel both domestically and internationally, as required
Extraordinary attention to detail, while working under tight deadlines
Ability to resolve problems to the satisfaction of both the guest and the company
Ability to uphold and demonstrate the highest level of integrity in all situations and recognize. standards required by a regulated business.
Cross-cultural experience preferred.
Must be willing and able to work a flexible schedule to include nights and weekends.
Work in a fast-paced, busy, and somewhat stressful environment.
Bachelor’s degree in Hotel or Business Administration, Marketing, or a related field and/or equivalent combination of education and experience preferred.
1-2 years of experience in Hotel Sales, Contact Center, or Third-Party Distribution.
CERTIFICATIONS, LICENSES, REGISTRATIONS
Must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL REQUIREMENTS
Must be able to work under time constraints and within established deadlines.
Must regularly lift and/move up to 10 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORKING CONDITIONS
Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.