LVCC VIP Support Supervisor - Call Center - Full Time (Horseshoe LV)
About The Position
Casino Services Supervisors are responsible for supervising all Casino Services Representatives, Coordinators and Box Office (Approximately 205) in the daily operations of the Casino Services Department for the Western and Central Regions. Must be knowledgeable in all aspects of the department, including but not limited to Total Rewards Program, call volume management, arrival report verification, event information and booking procedure implementation, scheduling, quality assurance monitoring/coaching, training, agent productivity and enforcement of departmental/company policies. This person must have a thorough knowledge of Scheduler, WINet, Excel, Word, GSW, LMS, CMS, MS Outlook, PowerPoint, etc. The position requires the ability to make decisions and exercise sound judgment in doing so as well as the ability to prioritize and handle multiple tasks. Responsible for maintaining a high level of sales and service skills to ensure service standards are met. Must be able to clearly communicate and demonstrate enthusiastic service to both internal and external customers. Must be able to meet the department standards, attendance guidelines and adhere to departmental and company policy.
Requirements
- Thorough knowledge of Scheduler, WINet, Excel, Word, GSW, LMS, CMS, MS Outlook, PowerPoint, etc.
- Ability to make decisions and exercise sound judgment.
- Ability to prioritize and handle multiple tasks.
- Must be able to meet the department standards, attendance guidelines and adhere to departmental and company policy.
- Six months experience in Casino Services or one year experience in Reservations/Front Desk preferred.
- Proficient in use of CMS and WINet systems.
- Thorough knowledge of LMS reservations functions and Microsoft applications.
- Experienced in preparation of Excel Spreadsheets.
Responsibilities
- Supervising all Casino Services Representatives, Coordinators and Box Office (Approximately 205) in the daily operations of the Casino Services Department for the Western and Central Regions.
- Managing call volume.
- Verifying arrival reports.
- Implementing event information and booking procedures.
- Scheduling.
- Quality assurance monitoring and coaching.
- Training.
- Monitoring agent productivity.
- Enforcing departmental/company policies.
- Maintaining a high level of sales and service skills to ensure service standards are met.
- Clearly communicating and demonstrating enthusiastic service to both internal and external customers.
- Meeting department standards and attendance guidelines.
- Adhering to departmental and company policy.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
