Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
401(k) retirement plan
Employee Discounts
Professional development opportunities
Employee wellness programs
Job Description
Pechanga Resort Casino is a premier entertainment destination renowned for its luxurious accommodations, world-class amenities, and exceptional guest services. Located in Southern California, this resort casino offers a unique blend of elegance and excitement, attracting visitors from across the nation. The establishment boasts a variety of dining options, a full-service spa, golf course, and vibrant casino floor, creating a comprehensive experience for guests looking for both relaxation and entertainment. Pechanga Resort Casino is committed to delivering the highest level of service, evidenced by its prestigious Four Diamond rating, which sets the standard for excellence in hospitality and customer care.
The role of Reservations Supervisor at Pechanga Resort Casino is a pivotal management position responsible for overseeing the daily operations of the Reservations Department. This supervisory role ensures seamless communication between the reservations team and other hotel operational departments, playing a critical part in the overall guest experience. The Reservations Supervisor is charged with managing room rates, inventory, forecasting, and yield management to maximize hotel revenue. This position requires expert knowledge of property management systems, including EzRMS, HMS, and TravelClick, to efficiently adjust rates, restrictions, and inventory. Daily tasks include compiling occupancy reports, managing group reservations, and developing strong relationships with meeting planners to facilitate large bookings and events. Emphasizing precision and leadership, the supervisor oversees staff performance, including coaching, training, auditing call statistics, and ensuring the team adheres to the Four Diamond service standards.
In addition to operational duties, this role demands a proactive approach to staff scheduling, payroll accuracy, and resource management, fostering a positive and professional work environment. The Reservations Supervisor acts as an assistant to the Reservations Manager and Revenue/Yield Manager during their absences, highlighting the trust and responsibility placed in this position. The supervisor also facilitates VIP guest requests, maintains casino player inventory, processes group contracts, manages online extranets, and ensures timely coordination with third-party call centers for reservation accuracy. This role incorporates a strong emphasis on communication, problem-solving, and technical expertise to maintain the highest quality of service and operational efficiency, making it ideal for candidates committed to excellence in hospitality management.
The role of Reservations Supervisor at Pechanga Resort Casino is a pivotal management position responsible for overseeing the daily operations of the Reservations Department. This supervisory role ensures seamless communication between the reservations team and other hotel operational departments, playing a critical part in the overall guest experience. The Reservations Supervisor is charged with managing room rates, inventory, forecasting, and yield management to maximize hotel revenue. This position requires expert knowledge of property management systems, including EzRMS, HMS, and TravelClick, to efficiently adjust rates, restrictions, and inventory. Daily tasks include compiling occupancy reports, managing group reservations, and developing strong relationships with meeting planners to facilitate large bookings and events. Emphasizing precision and leadership, the supervisor oversees staff performance, including coaching, training, auditing call statistics, and ensuring the team adheres to the Four Diamond service standards.
In addition to operational duties, this role demands a proactive approach to staff scheduling, payroll accuracy, and resource management, fostering a positive and professional work environment. The Reservations Supervisor acts as an assistant to the Reservations Manager and Revenue/Yield Manager during their absences, highlighting the trust and responsibility placed in this position. The supervisor also facilitates VIP guest requests, maintains casino player inventory, processes group contracts, manages online extranets, and ensures timely coordination with third-party call centers for reservation accuracy. This role incorporates a strong emphasis on communication, problem-solving, and technical expertise to maintain the highest quality of service and operational efficiency, making it ideal for candidates committed to excellence in hospitality management.
Job Requirements
- Must qualify to obtain and maintain a Class "A" gaming license
- ability to supervise and coach team members effectively
- proficiency with property management and yield management systems such as EzRMS, HMS, and TravelClick
- excellent organizational and multitasking skills
- strong communication and interpersonal skills
- ability to work under pressure and meet deadlines
- availability to work varied shifts including weekends and holidays
- commitment to uphold Four Diamond customer service standards
- experience in managing group reservations and events
- skill in payroll assessment and documentation
Job Qualifications
- High school diploma or GED or equivalent combination of education and experience
- two years related experience and/or training
- strong communication skills including ability to read, analyze, and interpret reports and documents
- ability to respond effectively to customer inquiries and complaints
- ability to write clear communication for publication and presentations
- proficiency in mathematical concepts including algebra
- strong reasoning and problem-solving abilities
- ability to apply common sense understanding to execute instructions and handle standardized situations
- ability to present information effectively to top management and public groups
- capable of mentoring and managing team members
- prior supervisory experience preferred
Job Duties
- Supervise daily staff including coaching, documenting, and monitoring for the Reservations team
- assess team member daily performance and prepare annual appraisals
- supervise all queue wait times ensuring average answer speed of 30 seconds, analyze causes of long wait times
- provide monthly audits of Reservation Attendants, tracking wait times and call stats
- deliver pre-shift briefings with important daily and upcoming event information
- manage daily yield reports, on-the-books pacing, and forecasting to determine yielding strategy
- yield all rates, tiers, and rooms through EzRMS, HMS, and/or TravelClick
- demonstrate advanced understanding of Property Management System operations including rate and inventory updates
- review and assess accurate recording of payroll for Reservations team
- perform duties of Reservation Attendant, Group Coordinator, and Senior Reservations Attendant as needed
- maintain Casino Player Development Rooms and Suite inventory and apply tier offers
- assist VIP hosts by booking hotel amenities for VIP players
- publish rates to optimize hotel revenue
- maintain balanced hotel inventory for Player Development, Group Sales, and Entertainment
- create and maintain department schedules
- act as Assistant Reservations Manager and Revenue/Yield Manager in their absence
- assist in creating and maintaining department SOPs
- process executive reservation requests ensuring VIP treatment
- manage group contracts, room-lists, and correspondence
- process credit card authorizations and payments
- handle appropriate cashiering and billing transactions
- maintain positive relations with third-party call center ensuring accurate booking
- verify and process vendor commission invoices
- maintain online extranets with accurate rates and availability
- facilitate package building and booking for shows and vendors
- ensure daily completion of all Reservations team duties
- manage time efficiently to fulfill supervisory responsibilities
- exhibit Four Diamond customer service standards and phone etiquette
- perform other assigned duties
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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