Call Center Supervisor

Virgin Hotels•Las Vegas, NV

About The Position

The Call Center Supervisor will play an important role in managing the operations of the Reservations department for Virgin Hotels Las Vegas within established policies and procedures. This position ensures the efficient selling and booking of hotel rooms, maximizing occupancy and revenue at Virgin Hotels Las Vegas; provides the highest quality of service to external and internal guests; and is accountable for all necessary audits/controls to protect and account for the revenue flow of advanced deposits.

Requirements

Current, legal, and unrestricted ability to work in the United States
Ability to obtain gaming license
Use all equipment associated with the position, including but not limited to, Microsoft Word, Excel and Outlook
Strong analytical and problem-solving skills
Ability to interpret and implement policies, procedures, and manuals
Review and comprehend all necessary documentation
Observe and direct actions of subordinates
Communicate effectively with guests as well as all levels of Team Members
Maintain effective interpersonal skills due to indirectly reporting to many diverse executives
Effectively handle multiple priorities and reporting relationships
A strong foundation in the guest service and communication industries
This knowledge and these abilities are typically acquired through a completion of a high school degree or equivalent with some college education in marketing or sales preferred, as well as a minimum of two years of experience in hotel operations such as Room Reservations, Front Desk, PBX or Group Reservations
Great team player with the ability to create excellent working relationships across the group. Collaborative approach with all departments
Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
Strong communication and presentation skills to all levels of management
Creativity and innovation are essential
Ability to think outside the box and approach all issues with a completely fresh approach
Ability to anticipate needs and over-deliver wherever possible
Candidates must think of their feet and use their initiative to solve problems and deliver solutions
Excellent guest relations, communication, presentation, and organization skills are of utmost importance
Able to change direction and work on multiple projects at once
Enthusiastic, passionate, and able to inspire and motivate others
Leadership ability and behavior consistent with Virgin Hotels values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant guest service

Nice To Haves

Minimum of one year in a supervisory capacity with experience in a hotel/casino reservation environment is strongly preferred
Minimum typing speed of 45 WPM preferred
Familiarity with Agilysys LMS (PMS), IGT Patron Management System, Passkey, Delphi, ADP and ACD telephone systems helpful
Bilingual

Responsibilities

Monitor daily operation of room reservations, casino reservations and group reservations to ensure that proper procedures are followed, and that service is in accordance with established standards
Hire, train, motivate, evaluate, and manage personnel to ensure proper staffing and that Team Members receive adequate guidance and resources to perform job responsibilities in accordance with department objective
Keep current and aware of all room rates, packages, specials and other hotel/casino information; ensures the accuracy of information and responsible for communicating this information to all teammates in the Reservations department
Maintain department objectives, procedures, standards, budget, and cost allocations to ensure proper management of the department
Work with appropriate management in planning for promotions and special events to ensure room blocks and facilitation of service to guests
Compile daily and weekly hotel forecasts to facilitate the planning and staffing process based on satisfactory levels of service to guests
Be the first point of contact for all Reservations Team Members
Investigate rate disputes from guests
Handle escalated guest phone calls
Assist with answering ACD calls based on business needs
Create weekly Reservation's schedule for management approval
Reconcile suite commissions at the end of each month
Process direct bill and credit card authorizations
Track and log Reservation Agent call stats, errors, absenteeism, and call quality scores
Monitor the quality of Reservation Agents; Track scores and provide one-on-one coaching & feedback
Input casino and executive reservations
Correspond with internal and external guests both verbally and electronically
Assist with OTA inquiries, requests and disputes, reservation error logs, and inventory and rate management
Complete Revenue Management reports, including pick-up and forecasts, and other duties as assigned to assist the Revenue Management and Front Office departments