CHG - Call Center - Supervisor
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. JOB FOCUS: Focus is on, but not limited to the following: 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
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
- Ability to prioritize and handle multiple work assignments while meeting deadlines
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
