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Supervisor - Room Reservations & PBX

Posted September 7, 2022

Palms Casino Resort
Las Vegas, NV
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About This Job

It is the primary responsibility of the Room Reservations Supervisor to support the Room Reservations Manager in daily operating activities by providing supervision, direction, and guidance to Call Center Staff.


  • Support the call center in all aspects; resolve all team member/guest questions, answer telephones if calls are in queue.

  • Daily pre-shift and clocking agents in and out.

  • Extensive collaboration with property management to troubleshoot and resolve issues that arise during live service.

  • Promote a positive and energetic image with regard to the changing business practices related to Room Reservations.

  • Effectively communicate with team members in a group and one-on-one setting.

  • Effectively motivate employees through positive re-enforcement.

  • Ensure department business is carried out in an efficient and professional manner.

  • Maintain confidentiality of department affairs.

  • Process department reports

  • Perform all duties deemed necessary for the success of the department

  • Responsible for practicing, supporting, and promoting property and AAA service standards.

  • Utilizes empowerment when handling guest opportunities and makes critical guest related decisions.

  • Generates and analyzes daily/weekly detailed reports.

  • Designated to instruct new Team Members regarding company standards and procedures.

  • Respond to guests' special requests including but not limited to providing extra towels, cots, and newspapers, or direct the request to the appropriate department.

  • Inspect all equipment and report any problems to appropriate personnel. Follow up to ensure that the problem is corrected.

  • Maintain a clean and safe work environment.

  • Use analytical skills to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

  • Maintain an understanding and general knowledge of room product and hotel outlets/venues.

  • Interpret and follow instructions provided in written, oral, and diagrammatic or schedule form.

  • Perform other job duties as requested.


  • At least 2 years supervisory experience in Call Center, Room Reservations or Front Desk preferred.

  • Strong verbal and written communication skills.

  • Excellent organizational skills with the ability to work on multiple projects.

  • Must possess the ability to multi-task and perform under pressure.

  • Technically proficient with computer skills in Microsoft Office Products, Word, Excel and the Internet.

  • Ability to learn multiple new systems and assist with training programs.

  • Must understand and be able to communicate all concepts related to Room Reservations including Group, Wholesale and Conventions reservations, Casino, and Internet procedures and PMS.

Equal Opportunity Employer

Palms provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to making a work environment where the growth and well-being of our team members is the top priority. Join our team today!

We are committed to making a work environment where the growth and well-being of our team members is the top priority. Join our team today!

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About this Employer

Palms Casino Resort

4321 W Flamingo Rd
Las Vegas, NV 89103

Telephone (866) 752-2236
Reservations (866) 752-2236

Casino Resort

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Palms Casino Resort is making history as the resort in Las Vegas fully owned and operated by a Native American Tribe. Palms Casino Resort reopens in Spring 2022 with two distinct towers with 700 hotel rooms and suites, a diverse mix of bars, restaurants, live entertainment venues and immersive lifestyle experiences across a 95,000-square-foot reimagined casino.

The resort also includes over 60,000 square feet of meeting and convention space, the 2,500-seat Pearl theater, a sprawling pool and spa area, a wedding chapel, the Brenden Palms 14-screen theater and nearly 600 units at Palms Place condominiums.

Palms Casino Resort is owned by The San Manuel Gaming and Hospitality Authority (“SMGHA”) an affiliate of the San Manuel Band of Mission Indians. Palms is located just west of the center of the Las Vegas Strip off I-15 on Flamingo Road. Palms is here to play!

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