CENTRAL SERVICES SUPERVISOR
About The Position
Responsible for the successful overall management of the PBX and Reservation System to ensure that phone calls are answered and connected in a timely manner and that accurate general information is available and offered to callers. Interacts effectively with the public and Team Members. Performs excellent guest service at all times. Upholds company and departmental Core Standards. Maintains appropriate staffing levels in Central Services. Supervises the activities of all Central Services Representatives (CSRs) and Leads to ensure prompt, efficient service is given in making reservations for hotel rooms and casino events, receiving and distributing calls, paging and providing messages. Manages daily operations of Central Services through forecasting, room pricing and inventory control, including casino, transient, bus and group blocks. Assists the Director of Hotel with strategic marketing plans and yield management by monitoring and reporting on room occupancy and revenues. Coordinates and reviews all bookings between reservations, Tour and Travel, Catering and Casino. Monitors and assesses all lost business reports and dropped call reports to ensure maximum productivity and optimum occupancy and revenue capture. Develops and maintains all departmental policies and procedures and training programs in regards to LMS, NEC and any other equipment or software utilized in Central Services. Updates telephone directory and informational folders for the CSRs as needed and maintains current internal phone directories in coordination with IT. Trains and directs CSRs in proper emergency procedures and supervises the CSRs to ensure they are administered in a calm, equitable manner. Assists with phone repairs, ordering of equipment, moves and changes as necessary. Assures that all equipment functions properly and advises CSRs of any technical problems with system on property. Facilitates the flow of information by organizing and presiding over regularly scheduled meetings with all CSRs. Ensures a high degree of accuracy and thoroughness of all hotel related records and reports. These records and reports may include package components such as ECash. Maintains a consistent, regular attendance record. Performs any reasonable request made by management. May be used as an usher as needed by management for events.
Requirements
- High School diploma or GED required.
- Experience with or knowledge of call center equipment and hotel reservation systems is required.
- Must possess excellent communication skills and a clear speaking voice.
- Strong interpersonal skills are required.
- Must have good organization skills and an energetic personality.
- Ability to operate a computer, switchboard console, typewriter, paging system, beepers, radios, copy and fax machines.
- Must be capable of attending to many items and details simultaneously with accuracy.
- Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively through paging system as well as in one-on-one situations with guests and Team Members.
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
- Ability to deal with problems involving several concrete variables.
Nice To Haves
- LMS and NEC experience preferred.
- One to three years experience in a call center and/or hotel reservations department with progressive supervisory experience preferred.
- Knowledge of the Spanish language helpful.
Responsibilities
- Supervises the activities of all Central Services Representatives (CSRs) and Leads to ensure prompt, efficient service is given in making reservations for hotel rooms and casino events, receiving and distributing calls, paging and providing messages.
- Manages daily operations of Central Services through forecasting, room pricing and inventory control, including casino, transient, bus and group blocks.
- Assists the Director of Hotel with strategic marketing plans and yield management by monitoring and reporting on room occupancy and revenues.
- Coordinates and reviews all bookings between reservations, Tour and Travel, Catering and Casino.
- Monitors and assesses all lost business reports and dropped call reports to ensure maximum productivity and optimum occupancy and revenue capture.
- Develops and maintains all departmental policies and procedures and training programs in regards to LMS, NEC and any other equipment or software utilized in Central Services.
- Updates telephone directory and informational folders for the CSRs as needed and maintains current internal phone directories in coordination with IT.
- Trains and directs CSRs in proper emergency procedures and supervises the CSRs to ensure they are administered in a calm, equitable manner.
- Assists with phone repairs, ordering of equipment, moves and changes as necessary.
- Assures that all equipment functions properly and advises CSRs of any technical problems with system on property.
- Facilitates the flow of information by organizing and presiding over regularly scheduled meetings with all CSRs.
- Ensures a high degree of accuracy and thoroughness of all hotel related records and reports.
- Maintains a consistent, regular attendance record.
- Performs any reasonable request made by management.
- May be used as an usher as needed by management for events.
- Directly supervises the activities of the Central Services Representatives and Leads.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
- Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; forecasting, tacking, reporting and analyzing rates, blocks and expenses; appraising performance; rewarding and disciplining Team members; addressing complaints and resolving problems.
Benefits
- medical
- vision
- 401K with employer match and immediate vesting
- life insurance
- meals
- reduced workday hours
- paid time off
- free and discounted meals in the Team Dining Room
- holidays gifts and raffles
- discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
