Group Services Lead - The ROW - Full Time (Reno)

It is the primary responsibility of the Group Services Lead to train and support the Group Services Department by working as the liaison for meeting planners, group clients, and guests associated with a group, in all aspects of Group Services, including all booking/housing processes and maintains all aspects of all channels of distribution. The Group Services Lead will also act as the department administrator for Delphi, LMS, and all other software programs being used now, and in the future.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Maintains current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.

• Will train all Group Services Coordinators.

• Will be able to assist, or subsidize work performed by Group Services Coordinators in instances where the staff is under-manned due to vacations, unforeseen absences from work, or during times of turn-around.

• Maintains office efficiencies by planning and implementing office systems, layouts, and equipment procurement.

• Assists guests with booking/housing needs for assigned groups, in adherence to established policies and procedures, assisting all other areas within the department as needed.

• Performs tasks associated to housing related needs for groups that have blocks at all ROW properties. Such as, but not limited to building blocks and rates in AS400 and Passkey, monitoring pick up reports, inputting reservations, assisting callers, offering upsell opportunities, and managing sub-block agreements.

• Reviewing sales contracts to ensure that all contractual obligations are being met.

• Ensures all special guest requests are met, not limited to, but including, early arrivals, late check-outs, VIP set-ups, ADA accommodations, hierarchy specifications, etc.

• Prepares/provides reconciliation of master rooming specifications between THE ROW and client lists, in order to insure accurate attrition and commission fees are processed.

• Acts as key liaison between Sales, Convention Service Managers, group contacts, and meeting planners.

• Assist guests in booking ancillary (social/leisure) revenue opportunities for THE ROW, Including but not limited to rooms, dining, spa, and entertainment/ticketing opportunities.

• Provides personalized assistance at time of check-in, accommodating group check-in dates, and group housing needs.

• Accommodates, prepares, and distributes all special reporting/tracking requests/needs for group contacts, meeting planners, and management.

• Communicates clearly and frequently with all Departments at THE ROW that are affected by business booked through the Group Services.

• Projects a friendly, pleasant and cordial demeanor; providing Family Style Service to all potential and existing customers, fellow employees, and management.

• Maintains key sense of ownership and notifies supervisors/managers of any potential challenges related to inventory, rate, occupancy, or special requests.

• Works closely with All Departments to ensure all event bookings are accommodated in accordance to contractual obligations and established guidelines/procedures.

• Maintains timely communication, both written and verbal, between group contacts, clients, sales managers, Convention Services and supervisors/management, providing expedient guest resolution within established scope of authority.

• Accurately builds group blocks, rates, and room accommodations within the property management system.

• Accurately builds group blocks, rates, and room accommodations within the Passkey Housing system.

• Maintains weekly pick-up reports for groups within 120 days of their contracted arrival, in order to monitor room blocks.

• Attends pre-conferences, pre-planning, and post-conference meetings with clients and THE ROW staff, when requested.

• Accurately maintains and monitors rate, availability, bookings, and content information for all channels of distribution, daily.

• Works closely with the Management Team that facilitates GDS corporate accounts.

• Closely monitors inventory availability, and advises management, as needed.

• Monitors content of all channels of distribution, recommending updates/modifications, as needed.

KNOWLEDGE, SKILLS & ABILITIES

• Property Management Systems (AS400, Passkey, Delphi, Internet)

• Ability to accurately type 25+ words per minute.

• Strong communication and organizational skills.

• Ability to work under minimal supervision.

• Maintain physical stamina, proper mental attitude, and ability to deal effectively with guests, management, employees, and outside contacts while working under pressure and meeting deadlines.

• Knowledge of Microsoft Word, Excel, and Outlook.

• Ability to operate office equipment, such as telephones, copiers, fax machines, etc.

• Excellent verbal and written communication skills.

• Excellent interpersonal skills and effective listening abilities.

• Ability to perform a myriad of duties with extreme care and attention to detail, while working in a fast-paced and busy environment.

• Neat and well-groomed appearance, adhering to the standards of THE ROW.

EDUCATION and/or EXPERIENCE:

• Education: Associates Degree in any field,or higher preferred.

• Experience: Minimum of two years in the hospitality industry with an emphasis in Sales and/or Hotel Operations preferred.

• Certificate/License: Applicant must have a valid driver's license.

WORK SCHEDULE/HOURS:

Flexible scheduled hours and days off may vary.

PHYSICAL DEMANDS & WORK ENVIRONMENT

(May be required in order to perform the essential functions of the position). Ability to lift boxes of materials is necessary. Requires constant sitting, finger manipulation, pinching and grasping; use of office equipment, such as computer terminal, keyboard, mouse, 10 key, printer, photo copier, telephone, fax machine and shredding machine. Requires frequent pushing and pulling of file cabinet drawers. Requires occasional bending, twisting, reaching, and stooping from floor to 6ft; lifting, pulling, carrying and pushing of boxes weighing up to 30 lbs. Normal vision range is required. Requires the ability to distinguish letters, numbers and symbols, perform simple and complex tasks, reading, writing and math skills, clerical functions to include compiling, coordination, analyzing, and synthesizing information; supervise and instruct others, follow instructions, influence others, meet time requirements, memorization, problem solving and use of independent judgment and decision making skills.

The above statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.

As a part of the new hire process, candidates will be required to complete a background check post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.