Call Center Supervisor - Full Time - Call Center LV (Onsite)

The Group Reservations Supervisor is responsible for supervising coaching and mentoring the Group Reservations Representatives and Auditors in addition to the CCSL Representatives in their daily duties. The Supervisor must be knowledgeable in all aspects of the department able to provide direction and guidance to the team and ensure consistent achievement of departmental goals and service levels.

Job Functions

Assists with building and leading a high-performing team of Group Reservations Coordinators Auditors and CCSL Representatives with a goal of achieving and exceeding key departmental measures.

Assists with training new team members maintaining departmental training material preparing and presenting new procedures to existing team members and tracking the completion of annual refresher training modules.

• Exercises sound judgment in decision making skills adheres to all departmental and company policies.
• Provides courteous and professional guidance to the team and will professionally communicate with internal and external customers.
• Effectively prioritizes multiple tasks works independently and will be assigned to extended projects requiring a high level of detail and knowledge.
• Is responsible for processing schedule changes and updating break and lunch assignments.
• Assists with monitoring coaching mentoring and developing Coordinators for optimal performance.

Is responsible for identifying and swiftly communicating concerns or potential issues to Management.

Prepares departmental goals and incentive tracking reports.

Maintains accuracy of resource information and functionality of time saving programs to ensure efficiencies in the department.

• May be required to represent the department at internal or external client meetings.

Assists with assigning Sales Contracts to Group Reservations Representatives to ensure that workload is balanced and high customer service levels are achieved.

Assists with the processing of reservation errors and lead distribution errors to identify areas of improvement.

Assists with analyzing calculations of comps rebates commission attrition or audits as defined in the groups Sales Contract in the event such calculations are disputed.

Will be required to create group codes templates rate plans create and apply billing profiles to reservations input or monitor inventory enter rooming lists and assist with interpretation of Sales Contracts.

• Assists with answering the departments main Group Reservations phone line and be prepared to make change cancel or answer questions regarding a groups rates/availability hotel facilities services and special promotions.
• Generates new ideas and solutions to challenges participates in process improvement initiatives.
• Displays positive role-model behavior at all times enthusiastically inspires grown-ups to play and contributes to employee retention.

Qualifications:

Education:

• High School Diploma or equivalent required

Experience:

• 1-year Customer Service Hotel Sales or Supervisory experience required.
• Proficient in MS Office with an emphasis on WORD EXCEL and OUTLOOK.
• 1 year of hotel system experience required.

Abilities:

• Able to work independently and as a team and take initiative with minimal supervision.
• Highly motivated proactive individual and independent thinker.
• Team building; must be able to develop motivate and inspire the team to achieve desired results.
• Strong knowledge of customer care processes and techniques are vital. Has the ability to handle and resolve customer complaints ensures customer satisfaction and maintains good guest relationships.
• Problem solving; exercises good judgment when analyzing and solving problems pays attention to details.
• Can handle multiple tasks in a high volume high stress fast paced environment.
• Excellent listening and interpersonal skills
• Demonstrates a friendly upbeat and positive disposition
• Must present a well-groomed professional appearance.
• Excellent written and verbal communication skills are required.
• Ability to read write speak and understand English
• Able to work long hours maintain a flexible working schedule be dependable punctual and have a stable work history with a good attendance record.
• Must be able to work in close quarters.
• Ability to perform full duties of dexterity and visual perception
• Maintain a clean and organized work environment.
• Must be proficient in all required systems and have a sound knowledge of all CET and Partnership properties assigned to the LV Regional Contact Center.
• Must be computer literate able to type.

Desired Skills:

• Hotel experience and/or convention industry experience preferred.
• Passkey Delphi and Salesforce experience preferred.