Call Center/Front Desk Supervisor

Paloma Legacy•Lake Geneva, WI

1d•Onsite

About The Position

Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center/Front Desk Supervisor, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse, which overlooks three championship golf courses and the serene Lake Como. We are searching for a dedicated, supportive Call Center Supervisor who can coach and motivate our Call Center Agents and summer Hospitality Interns as they receive calls from potential and future resort guests. The Call Center Supervisor will work directly with the Front Desk Manager and Director of Operations to hire and train associates, ensuring that every agent is well prepared to respond to calls knowledgeably, professionally and to our guests' satisfaction. This role requires the continued support of Call Center Agents by monitoring their progress, ensuring that the team understands and meets expectations, and providing them with ongoing coaching opportunities and inspiration. Possessing strong customer service skills and a high level of flexibility, a successful Call Center Supervisor will be a vital resource and mentor to our Call Center/Front Desk Team.

Requirements

High School or equivalent education required.
Three to four years’ experience in hospitality Front Office/Reservations.
At least two years' supervisory experience preferred.

Nice To Haves

Bachelor’s Degree in Hospitality preferred.
Familiarity with Visual One, EZLinks, Kipsu, and OpenTable a plus.

Responsibilities

Oversee room reservations, holding all staff members accountable to policies and standards.
Maintain a high level of guest service through hiring, training, and developing an empowered team that can anticipate and react to guest needs.
Train new staff on PMS systems, opening & closing procedures, and guest service standards.
Support Reservations staff with guest concerns/complaints, and handle guest concerns in accordance with company’s best practices.
Communicate workflow, priorities, and needs daily to the Revenue Manager.
Identify operation issues and suggest possible improvements to better the guest reservation experience.
Ensure the fiscal goals of the Call Center team are met by minimizing rate discrepancies and maximizing room revenue through room upgrades and other incidentals.
Ensure proper coverage levels and scheduling in the Call Center that will create an equilibrium balance between labor expense and phone coverage/hold time.
Monitor OTAs and online bookings, ensuring all reservations are properly entered into the Property Management System.
Help oversee Stay and Play bookings.
Work with the Golf and Food & Beverage teams to ensure all guests are given the best possible experience.
Ensure all guests are being treated in an efficient and courteous manner.
Ensure all reservations quality standards are complied with and that policies and procedures are consistently applied.
Perform Hotel Room walks to ensure guest rooms do not have maintenance needs and are presented in a manner that meets/exceeds company standards.
Maintain cleanliness and order of the office, file cabinets, Front Desk and outside areas of the Clubhouse.
Prepare reports and analyze data to assist in determining call center goals. These reports will include, but are not limited to, revenue/occupancy reporting, housekeeping, and maintenance reports.
Assist in the daily maintenance of room inventory to achieve optimal levels or revenue while maintaining high levels of guest expectations.
Perform other projects as requested while maintaining normal job priorities.
Preparing reports and analyzing data to assist management with meeting preparation and goal setting.
Attend necessary weekly, monthly, and quarterly meetings.
Working with other departments within the resort, which could include assisting in Housekeeping, F&B, Golf, or Banquets.