Supv Teleservices

Viejas Casino & Resort•Alpine, CA

26d

About The Position

Job Description • Supervises the daily activities of the guest service information and hotel reservation sales team. • Monitors team members’ guest service and technical performances. Provides motivation, coaching and recognition for positive guest service. • Reviews teams’ performance reports daily to reinforce positive results and identify areas of improvement. Works with Reservations and Revenue Manager to development and implement corrective actions on areas of improvement. • Assists Hotel Manager with hiring, staffing, and termination decisions. • Monitors the staffing level. Adjusts staff assignments and breaks as required to meet call demands while keeping overtime to a minimum. • Trains team members on job duties, department and casino operating policies and procedures. • Discusses with and updates hotel management regarding operational issues. • Provides daily written or verbal communications to inform team members on all ongoing activities with the department and around the property. • Monitors and interprets call volume and staffing to ensure prompt service and avoid delays in handling requests. • Monitors random telephone calls to ensure goals and objectives are met, such as making sure guests receive the correct information, measuring the length of call, and conversation. • Ensures that all team members are trained in all departmental procedures, rules, regulations, and standards. • Ensures that team members are completing tasks in a safe manner and in compliance with all applicable safety regulations and/or standards. • Receives and prioritizes all incoming calls through the main lines, operator lines, and voicemail for services relating to the casino, hotel, room service, housekeeping, and maintenance orders. • Enters housekeeping requests in HOTSOS tracking system. • Enters guest wake-up calls into Opera PMS system and follows up with a personalized wake-up call within 5 minutes after their requested time to ensure guest is awake. • Enters and confirms bookings into the reservation system according to company’s standards • Enters room service orders in Infogenesis system. • Follows-up with guest and/or Casino and Resort staff to ensure guest is satisfied with their orders. • Provides directions to guests by utilizing online map. • Assists guests with courtesy calls, taxi services, and hotel arrangements. • Transfers calls to correct extension or department while maintaining a calm and professional demeanor. • Maintains current list of all managers’ home phone, pager, and cell phone numbers including authorized list for distribution numbers. • Monitors and handles guest complaints while ensuring guest satisfaction. Checks on guest satisfaction regularly. Refers complaints and concerns to management when unable to resolve. • Monitors PMS, CRS, GMS, and any other software to ensure all reservation information is performing as expected. • Maintains confidentiality of all Team Members information. • Understands and practices emergency procedures for handling bomb threats, medical emergencies, evacuations, and emergency contacts. • Maintains required records, gathers statistics, and prepares reports as required. • Maintains confidentiality especially when dealing with Media calls. • Provides assistance to other job classifications as needed. • Ensures that a clean, safe, hazard-free work environment is maintained. • Adheres to all company and department policies, procedures, and standard operating guidelines. • Performs other duties as assigned. • Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. • Responsible for call productivity and call quality of Reservation Sales Agents and Guest Service Information Operators. • Majority of time is spent performing Guest Service Information Operator and Reservation Sales Agent job duties. • High school diploma or general education degree (GED). • 2 to 5 years of related experience working in guest service, hospitality, or casino operations. • Prior experience with heavy phone volume preferred. • Some supervisory/leadership experience preferred. • Demonstrated strong customer service skills. • Positive behaviors such as being enthusiastic, energetic, professional, and friendly all the time. • Excellent verbal, written, and interpersonal communication skills including pleasant and courteous voice. • Knowledge of basic computer skills and phone. • Bilingual in Spanish or another second language preferred, not required. • Ability to multi-task while paying attention to details. • Ability to adjust and manage change effectively. • Ability to work in a fast paced, deadline-oriented environment. • Must be able to deal with emergency situations, and work well under pressure. • Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays. 85% of our Management Team have been promoted from within On our most recent Engagement Survey, 82% of our Team Members expressed that they were grateful to work at Viejas 40% of our Team Members have worked for us for more than 5 years and 23% for more than 10 years San Diego's Premier Gaming Resort, Viejas Casino & Resort is a AAA Four Diamond Award recipient since 2013. Viejas Casino & Resort features world-class gaming with thousands of slot machines, exciting table games, an outlet shopping center, and an off-track betting facility. Viejas Casino & Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse which offers classic and contemporary cuisine for the definitive gourmet experience. Baron Long Bar & Grill offers a casual sports bar dining experience with quality ingredients and house-made preparations. Ginger Noodle Bar offers classic and contemporary Asian fare in a comfortable and modern contemporary setting with an organic and natural influence. Grab & Go is the ideal place to enjoy sandwiches, burgers, pizzas, wholesome Poke bowls, and much more, all with speedy service to swiftly get you back to the game —24 hours a day! Viejas Hotel features 203 luxury rooms and 34 VIP suites, including a lush, spacious pool and lounge area and nine indoor-outdoor meeting spaces, including the magnificent Oak Ballroom. The highly anticipated adult-only tower, Willows Hotel & Spa offers an additional 159 VIP suites and luxury spa facilities. A perfect place to relax and regenerate, The Spa at Willows Hotel & Spa is a full-service spa that accentuates your Resort experience. Indulge in signature body and facial treatments specifically created to beautify and regenerate. Amenities include a steam room, sauna, saltwater pool, and whirlpool. The beautiful Viejas Outlets, located across the street from the casino, offers visitors a unique shopping experience with highly acclaimed stores, numerous eateries, Viejas Bowl, and Southern California’s largest outdoor ice rink. The best casino in San Diego just got even better. The Viejas Pit Stop, located at the Eastern parking lot is an oasis of travel perfection. With 16 gas pumps, 4 diesel pumps, a car wash and a comprehensive convenience store, to include hot and cold meal favorites, like BBQ Sandwiches, Mexican items, Wings, Pizza, fresh Donuts and more! Open 24 hours a day! AND myViejas players are able to redeem their points for fuel! Retirement 401(k) with company match Medical, Dental, Vision Benefits (80% paid by Viejas) Paid Time Off (3 weeks of PTO plus Holidays, start earning from day one!) Accident, Critical Illness & Disability Insurance Available Employee Assistance Program Bonus Eligibility for all Team Members $5,000 tuition reimbursement per calendar year (Annually, no limit during duration of employment) Unlimited Chiropractor Benefit with $10 co-pay Gym Membership Reimbursement Viejas Pit Stop Fuel Discount And, much more! Benefits vary for PT and FT employment

Requirements

High school diploma or general education degree (GED).
2 to 5 years of related experience working in guest service, hospitality, or casino operations.
Demonstrated strong customer service skills.
Positive behaviors such as being enthusiastic, energetic, professional, and friendly all the time.
Excellent verbal, written, and interpersonal communication skills including pleasant and courteous voice.
Knowledge of basic computer skills and phone.
Ability to multi-task while paying attention to details.
Ability to adjust and manage change effectively.
Ability to work in a fast paced, deadline-oriented environment.
Must be able to deal with emergency situations, and work well under pressure.
Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Nice To Haves

Prior experience with heavy phone volume preferred.
Some supervisory/leadership experience preferred.
Bilingual in Spanish or another second language preferred, not required.

Responsibilities

Supervises the daily activities of the guest service information and hotel reservation sales team.
Monitors team members’ guest service and technical performances.
Provides motivation, coaching and recognition for positive guest service.
Reviews teams’ performance reports daily to reinforce positive results and identify areas of improvement.
Works with Reservations and Revenue Manager to development and implement corrective actions on areas of improvement.
Assists Hotel Manager with hiring, staffing, and termination decisions.
Monitors the staffing level.
Adjusts staff assignments and breaks as required to meet call demands while keeping overtime to a minimum.
Trains team members on job duties, department and casino operating policies and procedures.
Discusses with and updates hotel management regarding operational issues.
Provides daily written or verbal communications to inform team members on all ongoing activities with the department and around the property.
Monitors and interprets call volume and staffing to ensure prompt service and avoid delays in handling requests.
Monitors random telephone calls to ensure goals and objectives are met, such as making sure guests receive the correct information, measuring the length of call, and conversation.
Ensures that all team members are trained in all departmental procedures, rules, regulations, and standards.
Ensures that team members are completing tasks in a safe manner and in compliance with all applicable safety regulations and/or standards.
Receives and prioritizes all incoming calls through the main lines, operator lines, and voicemail for services relating to the casino, hotel, room service, housekeeping, and maintenance orders.
Enters housekeeping requests in HOTSOS tracking system.
Enters guest wake-up calls into Opera PMS system and follows up with a personalized wake-up call within 5 minutes after their requested time to ensure guest is awake.
Enters and confirms bookings into the reservation system according to company’s standards
Enters room service orders in Infogenesis system.
Follows-up with guest and/or Casino and Resort staff to ensure guest is satisfied with their orders.
Provides directions to guests by utilizing online map.
Assists guests with courtesy calls, taxi services, and hotel arrangements.
Transfers calls to correct extension or department while maintaining a calm and professional demeanor.
Maintains current list of all managers’ home phone, pager, and cell phone numbers including authorized list for distribution numbers.
Monitors and handles guest complaints while ensuring guest satisfaction.
Checks on guest satisfaction regularly.
Refers complaints and concerns to management when unable to resolve.
Monitors PMS, CRS, GMS, and any other software to ensure all reservation information is performing as expected.
Maintains confidentiality of all Team Members information.
Understands and practices emergency procedures for handling bomb threats, medical emergencies, evacuations, and emergency contacts.
Maintains required records, gathers statistics, and prepares reports as required.
Maintains confidentiality especially when dealing with Media calls.
Provides assistance to other job classifications as needed.
Ensures that a clean, safe, hazard-free work environment is maintained.
Adheres to all company and department policies, procedures, and standard operating guidelines.
Performs other duties as assigned.
Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
Responsible for call productivity and call quality of Reservation Sales Agents and Guest Service Information Operators.
Majority of time is spent performing Guest Service Information Operator and Reservation Sales Agent job duties.

Benefits

Retirement 401(k) with company match
Medical, Dental, Vision Benefits (80% paid by Viejas)
Paid Time Off (3 weeks of PTO plus Holidays, start earning from day one!)
Accident, Critical Illness & Disability Insurance Available
Employee Assistance Program
Bonus Eligibility for all Team Members
$5,000 tuition reimbursement per calendar year (Annually, no limit during duration of employment)
Unlimited Chiropractor Benefit with $10 co-pay
Gym Membership Reimbursement
Viejas Pit Stop Fuel Discount