Resort Call Center Supervisor

Glenwood Hot Springs Resort•Glenwood Springs, CO

5d•$25 - $27•Onsite

About The Position

The Resort Call Center Supervisor leads, manages, trains, and supports call center and front desk functions and staff, working effectively with all Resort departments. The role provides excellent service to internal and external guests to achieve guest satisfaction goals and requires a willing, adaptable team player. The supervisor may act as Hotel Manager on Duty when requested and is authorized to act on behalf of the Resort Hotel Manager or Assistant Resort Hotel Manager to intervene when Lodge department employees are not performing their tasks properly. The position reports directly to the Resort Hotel Manager and Assistant Resort Hotel Manager. The role’s hours and days vary with seasonal and other operational needs. Because the Lodge operates 24 hours a day, seven days a week, the supervisor must be available for varying hours and shifts, including weekends on a permanent basis, as well as evenings, overnight shifts, and holidays when business needs and staffing levels dictate. Physical requirements include the agility to perform front desk duties, lifting, pushing, pulling, and carrying up to 30 pounds, communicating verbally and in writing, reading and following instructions, and standing throughout shifts outside of breaks. The complete job description is available upon request; the listed duties are not exhaustive. Glenwood Hot Springs Resort is a drug-free workplace.

Requirements

High school diploma or equivalent.
Formal management, front desk, or call center training, or equivalent skill and experience.
Previous experience with multi-line phone systems.
Previous experience in customer service or guest relations.
Positive attitude with guest satisfaction as a primary goal.
Problem-solving and decision-making skills.
Computer skills, including data entry and hospitality and Office applications.
Detail-oriented, with the ability to enforce and follow company policy.
Physical agility to perform the physical tasks required to operate the lodge front desk.
Ability to lift, push, pull, and carry up to 30 pounds.
Ability to communicate effectively verbally and in writing, and to read and follow instructions.
Ability to stand for entire shifts outside of breaks.
Availability for variable hours and shifts, including weekends, evenings, overnight shifts, and holidays as dictated by business needs and staffing levels.

Responsibilities

Lead, manage, train, and support call center and front desk functions and staff.
Provide excellent customer service to internal and external guests to achieve guest satisfaction goals.
Work effectively with all Resort departments as a willing team player.
Act as Hotel Manager on Duty when requested.
Act on behalf of the Resort Hotel Manager or Assistant Resort Hotel Manager to intervene if other Lodge department employees are not performing their tasks properly.
Work variable hours and shifts in response to seasonal variations and business and staffing needs, including weekends, evenings, overnight shifts, and holidays.