Call Center Supervisor - Full Time (Day/Swing Shift)

Oaklawn•Hot Springs, AR

About The Position

Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice. We are currently seeking a talented individual to become a Call Center Supervisor. An individual could be successful if they possess the following. ESSENTIAL DUTIES AND RESPONSIBILITIES The Call Center Supervisor is responsible for the management of the reservations responsibilities i.e., managing a “call center” environment, maintaining high level hospitality service standards from all subordinates, and ensuring an optimum service to guests, visitors, and other internal departments. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Maintain complete knowledge of: All hotel facilities/services, hours of operation, all guest room layouts, bed types, décor, appointments, and locations, room availability, restricted dates, rates and room types, packages and promotions, arrangements between hotel and travel agencies, and/or corporate reservations center, and Entertainment/special events scheduled in the hotel. Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals. Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands. Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.). Ensure staff's knowledge of hotel services, features and amenities. Access and ensure that Reservation Agents properly access all functions of Reservations system. Monitor and ensure that Reservations staff perform their job functions to the hotel's standards. Monitor and ensure that all reservations (including manual) are input into the system. Monitor reservations requested by fax, telex and mail. Ensure guest history accounts are kept current. Monitor group reservation activity daily and communicate status with Sales Department. Follow up on tentative sales bookings with respective Sales Manager to update status. Process change forms received from Sales after checking availability; resolve any discrepancies. Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation. Ensure that rooming lists are input into the system. Pre-block group rooms where special requests are made. Communicate designated VIP reservations to the Director of Rooms. Work closely with the Front Desk Manager in determining the percentage for overbooking. Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department. Compile reports on no-show for future business forecasting. Maintain confidentiality of guest information and pertinent hotel data. Regular Punctual Attendance Ability to work required overtime Other duties as assigned

Requirements

Must be at least 21 years of age
Management experience in hospitality strongly desired
Strong public speaking skills, exceptional interpersonal and written communication skills
Outstanding attention to detail, organization, decision making and analytical skills
Self-starter, innovator, results-driven with ability to meet both short and long term business goals
Ability to manage time well, meet imposed deadlines and ability to work flexible hours
Innovative and change driven with a high sense of urgency
Proven problem-solving skills with ability to maintain composure in stressful situations
Bachelor’s Degree or in hospitality management or related field and /or previous experience in hotels, restaurants or related industry
Two years’ experience as a Reservations Agent, Front Desk Agent, or Customer Service Representative, preferably a luxury style hotel
Fluency in English both verbal and non-verbal
Ability to input and access information in the property management system/computers
Compute basic arithmetic
Familiarity with yield management and forecasting
Employee must be able to qualify for licenses and permits required by federal, state and local regulations
All applicants must complete a pre-employment drug screen and background check

Responsibilities

Management of the reservations responsibilities i.e., managing a “call center” environment
Maintaining high level hospitality service standards from all subordinates
Ensuring an optimum service to guests, visitors, and other internal departments
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Maintain positive guest relations at all times
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Maintain complete knowledge of: All hotel facilities/services, hours of operation, all guest room layouts, bed types, décor, appointments, and locations, room availability, restricted dates, rates and room types, packages and promotions, arrangements between hotel and travel agencies, and/or corporate reservations center, and Entertainment/special events scheduled in the hotel
Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals
Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands
Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.)
Ensure staff's knowledge of hotel services, features and amenities
Access and ensure that Reservation Agents properly access all functions of Reservations system
Monitor and ensure that Reservations staff perform their job functions to the hotel's standards
Monitor and ensure that all reservations (including manual) are input into the system
Monitor reservations requested by fax, telex and mail
Ensure guest history accounts are kept current
Monitor group reservation activity daily and communicate status with Sales Department
Follow up on tentative sales bookings with respective Sales Manager to update status
Process change forms received from Sales after checking availability; resolve any discrepancies
Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation
Ensure that rooming lists are input into the system
Pre-block group rooms where special requests are made
Communicate designated VIP reservations to the Director of Rooms
Work closely with the Front Desk Manager in determining the percentage for overbooking
Review no-show reservations and process charges
Track group no- show reservations and distribute to Sales Department
Compile reports on no-show for future business forecasting
Maintain confidentiality of guest information and pertinent hotel data
Regular Punctual Attendance
Ability to work required overtime
Other duties as assigned