Call Center Supervisor

Job Title

Essential Duties And Responsibilities

Primary duties and responsibilities include, but are not limited to, the following:

• Maintains current knowledge and familiarity with all hotel services, features, and local attractions to respond to guest inquiries.
• Assists groups with booking/housing needs in adherence to established policies and procedures.
• Manages group blocks, ensuring all room/suite inventory allocation and guidelines are monitored and adhered to in accordance with established policies and procedures
• Report assignment issues to supervisor/manager
• Assign room numbers as needed
• Balance inventory as needed
• Group cutoff dates
• Group pick up reporting
• Provides additional operation information to the Call Center and Front Operations, gathered from Sales/Convention Service Managers, group contacts, and meeting planners.
• Promote a friendly, supportive environment in which team members are encouraged to solve problems and address guest issues.
• Reviews sales contracts for any clauses or special requests outside of established departmental parameters, communicating all pertinent information directly impacting management of the group and/or hotel revenue.
• Attends group pre-conference meetings and pre-planning meetings with clients and property management when requested.
• Expected to streamline departmental operations through continuous assessment of policies and procedures.
• Participate in special project activities and support teams by providing ad hoc information and reports.
• Assist the Revenue Management and Call Center team with tasks and projects as needed.
• Assist with daily preparation of all managerial reports used for tracking and analysis.
• Work with internal and external guests which includes contact with various departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

Communicate effectively with meeting planners, group clients and guests associated with a group.

Ability of complex reading, writing, math, and task completion skills is required.

Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.

Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.

Must be a minimum of 21 years of age.

Education and/or Experience

Minimum 2 years Hotel Reservations/Hotel Operations experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Physical Demands

While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.

Must be able to lift/carry 10lbs or less occasionally.

The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.

Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.

Work Environment

Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.

The noise level in the work environment is usually moderate.

Team Member may be exposed to secondhand smoke.