Call Center Supervisor

Casino and•Biloxi, MS

About The Position

The Call Center Supervisor oversees daily operations of the reservations and PBX functions to ensure goals are met, policies and procedures are followed, and service is delivered effectively and efficiently. The role supervises Reservation and PBX Agents, supports the reservations process, monitors call queues and room inventory, and helps execute the hotel’s sales strategy. The supervisor also assists the Reservation Manager, trains and mentors staff, monitors performance and labor, and resolves guest and employee issues. The position includes operational reservation and guest-service duties such as processing reservations, handling calls and faxes, providing property information, and entering wake-up calls. The supervisor is expected to represent Hard Rock Biloxi positively, uphold its mission and values, promote safety, and foster a professional, productive work environment. Duties and responsibilities may change at any time with or without notice.

Requirements

Project a professional and positive image and maintain a high energy level.
Demonstrate typing proficiency.
Have excellent non-verbal communication skills, including good posture, eye contact, and positive body language.
Be able to understand and carry out instructions.
Deal with people with sensitivity, tact, and professionalism.
Maintain composure under stress in a fast-paced work environment.
Be able to stand for long periods.
Have basic reading and math skills.
Be able to work a flexible schedule.
Have excellent interpersonal and communication skills and communicate clearly and effectively with Hard Rockers and guests.
Understand and communicate written memos, instructions, and regulations.

Responsibilities

Monitor day-to-day operations to ensure departmental goals and objectives are met, policies and procedures are followed, and services are delivered effectively and efficiently; take corrective action as appropriate.
Maintain a positive work environment in which Hard Rockers can thrive.
Supervise the reservations process and assist as necessary to ensure quick, courteous, and effective service.
Execute the hotel’s daily and weekly sell strategy; review room inventory to maximize occupancy, monitor internet channels and availability, and verify daily suite and handicap-room assignments.
Input third-party reservations and verify reservations and cancellations in SynXis.
Support Reservation and PBX staff in resolving guest problems and monitor the call queue to minimize abandoned calls.
Monitor the current-day casino block to ensure adequate rooms are available for players.
Brief staff on pertinent information; assist with scheduling, break coordination, and payroll.
Monitor labor resources to support effective guest service and profit potential; process daily shift reports.
Observe Agent performance and provide timely, effective feedback; ensure Agents meet grooming and uniform standards.
Build and maintain working relationships with other departments to support cooperation, productivity, morale, and guest service.
Suggest operational improvements focused on guest satisfaction, revenue, and cost reduction.
Recognize high-achieving Hard Rockers and apply disciplinary action fairly, documenting as necessary.
Resolve guest and Hard Rocker issues and disputes; develop, implement, and participate in committees addressing guest and employee issues.
Mentor Agents and support their professional development; prepare performance appraisals for direct reports.
Adhere to department and property policies and procedures, and assist the Reservation Manager with departmental duties.
Complete the MOD log and five-day-out availability report at the end of each shift.
Promote safety awareness to minimize work-related injuries.
Process gift cards and credit-card authorization forms.
Maintain the service sequence weekly and guest-service initiative quarterly; update and maintain the training manual as needed.
Train all new hires in the department.
Uphold the mission statement, represent Hard Rock Biloxi positively with guests, coworkers, managers, and vendors, and live by Hard Rock values.
Enter and deliver guest wake-up calls and offer follow-up wake-up calls through Percipia.
Enter reservations received by fax or email and as directed by management.
Provide guests with information about the property and local area; send and deliver guest faxes.
Answer incoming calls and route them as needed.
Maintain knowledge of property information and memorabilia.