Revenue Operations Coordinator, Full Time

What You’ll Do

The Revenue Operations Coordinator manages customer interactions, reservations, and service for the hotel's revenue-generating contact center. This role handles hotel, group, casino, and leisure bookings, resolves customer inquiries, and drives revenue through upselling while maximizing occupancy, ADR, and overall profitability in support of the Rio Hotel & Casino's KPIs.

ROLE EXPECTATIONS

• Report directly to Revenue Operations Supervisors while supporting Casino Marketing, Revenue Management, Hotel Operations, and Property Management teams.
• Manage hotel, casino, leisure, group, and wholesale reservations, including booking, modifying, canceling, reconfirming, and verifying availability.
• Process group rooming lists, monitor room blocks, restrictions, cutoff dates, traces, and reservation accuracy.
• Promote room upgrades, suite categories, dining, shows, and other resort amenities to maximize revenue opportunities.
• Deliver exceptional guest service by handling high-volume, multi-line phone inquiries, resolving reservation issues, and directing calls to appropriate departments.
• Cooky with internal teams to troubleshoot reservation concerns, communicate room block updates, and support operational efficiency.
• Maintain comprehensive knowledge of property accommodations, amenities, entertainment, and guest services to provide accurate information and personalized recommendations.
• Handle guest and executive communications, including messages and correspondence, while maintaining confidentiality and professionalism.
• Foster guest loyalty through outstanding hospitality, accurate reservation management, and efficient problem resolution.
• Perform additional operational and administrative duties as needed to support departmental success.
• Supervisory Responsibilities: The Revenue Operations coordinator does not have any direct reports.

Requirements

• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and standard office equipment.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Excellent customer service with strong problem-solving and conflict-resolution abilities.
• Skilled in time management, multitasking, and meeting deadlines in fast-paced environments.
• Experience with property management systems (e.g., Opera, LMS) and CRM platforms.
• Detail-oriented with a high level of accuracy, integrity, and professionalism.
• Able to travel domestically and internationally as needed.
• Cross-cultural experience preferred.
• Flexible to work evenings, weekends, and other business needs.
• Bachelor's degree in Hotel/Business Administration, Marketing, or related field (or equivalent experience) preferred.
• 1–2 years of experience in hotel sales, contact centers, 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.