Revenue Operations Coordinator

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 reservation

• 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.

ERTCERTIFICATIONS, LICENSES, <