Hybrid Manager, Wholesale & Groups - Accounts Receivable na Resorts World Las Vegas

Summary Statement:

The Wholesale and Group Operations Manager acts as a liaison between Sales, Convention Services, and group coordinators, ensuring efficient communication with the hotel inventory system. This role involves managing wholesale, extranet, and third-party reservations, including booking platforms like Expedia and Booking.com. The manager processes requests, answers inquiries, and coordinates with relevant departments to accommodate business needs. This role also assists with short and long-term planning and coordinates with relevant departments to accommodate business needs. The Wholesale and Group Operations Manager supports the AR Groups & Wholesale Director. This role will provide direction and leadership to the representative team. The ideal candidate creates a work environment that supports our core values and promotes integrity, teamwork, performance, recognition, mutual respect, and employee satisfaction. All responsibilities are to be performed in accordance with all laws and regulations, as well as Resorts World Las Vegas policies, practices, and procedures.

Primary Job Duties: – Includes but is not limited to:

• Provides direction and leadership for various Departments such as Sales, Front Desk, Group Operations, and guest experience, ensuring operational and financial goals are met.
• Directs and participates in the evaluation and implementation of new products, services, and technology to ensure proper communication and service is provided.
• Communicates with Group meeting planners and coordinates with the Convention Services Manager as needed.
• Ensures key performance indexes are achieved, and variable labor targets are being
• Oversees guest resolutions to ensure all matters are completed in a timely manner by coordinating with outside departments.
• Oversee and process wholesale, extranet, and third-party reservation requests, modifications, and cancellations.
• Manage relationships with wholesale clients, maintaining strong communication and providing excellent customer service.
• Analyze market trends and customer data to identify new opportunities for partnerships and growth.
• Ensure compliance with company policies and procedures for wholesale operations.
• Coordinate with marketing to align promotional strategies for third-party platforms.
• Address and correct any discrepancies in accounts.
• Serve as a liaison between clients and team members.
• Assists the department with analysis of data and reports.
• Coordinates additional fees that need to be collected based on pick up.
• Administer coaching and discipline to the hourly team.
• Monitor, document, and notify upper management of any problems that may impact the success or achievement of departmental objectives.
• Serve as the primary point of contact for wholesale, extranet, and third-party partners, addressing questions and ensuring seamless coordination.
• Closely monitor inventory and advise Revenue Management when actions are needed.
• Ensures block creation, manages inventory, rates and packages.
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.
• Help rectify any billing disputes between internal departments and guests.
• Ensure all updates are completed in a timely manner as related to group blocks, rooming lists, group reservations and master accounts.
• Assist with all Passkey functions internally and with external clients.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

Qualifications: – Includes but is not limited to:  

• Proven experience in Groups and wholesale management or a similar role, preferably in hospitality or travel.
• Strong communication and organizational skills with the ability to manage multiple accounts and prioritize tasks.
• Proficient in reservation and inventory management systems.
• Strong analytical skills for market analysis and data interpretation.
• Ability to work varied shifts, including nights, weekends, and holidays.
• Excellent customer service skills.
• Ability to successfully mentor and lead a team.
• Working knowledge of Microsoft Office applications.
• Ability to maintain confidentiality of information.
• Ability to effectively communicate in English.
• Ability to work varied shifts, including nights, weekends, and holidays.
• At least 21 years of age or older.

Preferred: 

• Previous experience working with Forbes and/or AAA service standards.
• Working knowledge of Opera Cloud, Passkey and Amadeus.
• Previous experience working in a large, luxury resort setting.

Certificates, Licenses, Regulations:         

• Proof of eligibility to work in the United States.