CHG - Call Center - Supervisor

Recruiting Team•Las Vegas, NV

About The Position

Oversees the Room Reservation Agents who provide telephone customer service and reservation support. The Room Reservation Supervisor is predominantly responsible for coordinating the workflow for all Room Reservation Agents with incoming calls from various points of contact. The Supervisor is generally regarded as a subject matter expert of all Room Reservation processes and procedures.

Requirements

Must be 21 years of age or older
High school graduate or GED equivalent required
Must have the ability to effectively communicate in English, both written and verbal forms.
A professional demeanor and attire is to be maintained at all times
Must have strong interpersonal and organizational skills
A valid Nevada Gaming License is required and must be obtained before entering this position

Nice To Haves

Casino and/or Hotel experience preferred
An intermediate to proficient understanding of Computer systems such as: Microsoft Word, Excel & Outlook is preferred
Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations

Responsibilities

Monitor daily Room Reservation reports/logs to ensure in compliance with all established policies
Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers
Answers questions and recommends services to address customer complaints or desired requests
Will oversee the Room Reservation department in the absence of the Room Reservation Managers
Completes data entry work and audits the Room Reservation Agents work on a daily basis
Attends meetings as needed
Maintains spreadsheets and databases
Establishes and maintains an effective working relationship with management, guests, and various departments on property
Fields incoming Contact Center calls offering rooms based on hotel availability, past casino play and/or promotions and events
Fields escalated customer calls when the Room Reservation Managers are not available.
Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
Assist all casino and transient guests with room reservation requests.
Ability to read/understand and evaluate casino play and hotel offers
Meets and exceeds performance goals
Ensures guest wake up calls, NRG and Fire Command/Security processes comply as established
Assist the Manager with the control of labor and supply costs
Maintains and updates accurate reservation information into Opera
Manages and organizes daily to do’s providing a timeline and point of action for each employee
Conducts reservation and telephone auditing, and provides immediate feedback
Perform job specific projects as assigned