Call Center Supervisor

Bally's Chicago•Biloxi, MS

About The Position

The Call Center Supervisor oversees Reservation and PBX Agents and supports the Reservation Manager with departmental duties. The role ensures that reservations and guest services are handled quickly, courteously, effectively, and in accordance with property policies. The supervisor monitors daily operations, room inventory, sales strategy, call volume, casino room blocks, labor resources, and agent performance, taking corrective action and suggesting operational improvements as needed. The position also supports scheduling, payroll, staff training and development, performance appraisals, guest and employee issue resolution, and coordination with other departments. It performs reservation and guest-service tasks, including entering and verifying reservations, processing third-party bookings and payment-related forms, answering and routing calls, providing property information, and managing wake-up calls and guest faxes. The supervisor promotes safety, maintains service standards and training materials, and represents Hard Rock Biloxi positively while upholding its mission and values. Duties may change at any time with or without notice.

Requirements

Ability to project a professional and positive image.
High energy level.
Proficiency in typing.
Excellent non-verbal communication skills, including good posture, eye contact, and positive body language.
Ability to understand and carry out instructions.
Ability to interact with people with sensitivity, tact, and professionalism.
Ability to maintain composure under stress in a fast-paced work environment.
Ability to stand for long periods of time.
Basic reading and math skills.
Ability to work a flexible schedule.
Excellent interpersonal and communication skills.
Ability to communicate clearly and effectively with Hard Rockers and guests.
Ability to understand and convey written memos, instructions, and regulations.

Responsibilities

Monitor day-to-day operations to ensure departmental goals, policies, procedures, and service standards are met; take corrective action as appropriate.
Maintain a positive work environment in which Hard Rockers can thrive.
Supervise the reservations process and assist with it as necessary to ensure quick, courteous, and effective service.
Execute the hotel’s daily and weekly sell strategy; review room inventory to maximize same-day occupancy and monitor internet channels and availability.
Verify daily suite and handicap-room assignments and enter third-party reservations.
Support Reservation and PBX staff in resolving guest problems and monitor queued calls to minimize abandoned calls.
Monitor the current day’s 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 for effective guest service and profitability; process daily shift reports.
Observe agent performance and provide timely feedback; ensure agents meet grooming and uniform standards.
Build and maintain cooperative working relationships with other departments to support productivity, morale, and guest service.
Recommend 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 those issues.
Mentor agents and support their professional development; complete performance appraisals for direct reports.
Adhere to department and property policies and procedures; supervise Reservation and PBX Agents.
Verify reservations and cancellations in SynXis; complete the MOD log and five-day-out availability report at the end of each shift.
Assume the duties described for Reservation Lead Agent and Agent, and assist the Reservation Manager with departmental duties.
Promote safety awareness to minimize work-related injuries.
Process gift cards and credit card authorization forms.
Maintain the service sequence weekly and the guest service initiative quarterly.
Update and maintain the training manual as needed and train new departmental hires.
Uphold the mission statement and Hard Rock values, and represent Hard Rock Biloxi positively to guests, coworkers, managers, and vendors.
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 phone calls and route them as needed.
Maintain knowledge of property information and memorabilia.