Call Center Manager

Essential Duties And Responsibilities

• Monitor staff behavior, direct breaks and direct job functions to expedite all incoming calls.
• Direct staff in proper job functions and proper guest interaction.
• Supervise working of all team members and ensure achievement of all call center objectives according to quality standards.
• Provides coaching and discipline where applicable
• Maintain rates & rate codes in various systems and extranets; based on information communicated by the Hotel Revenue team.
• Perform property rate and inventory audits as well as audits on third party associated websites to ensure the rates and properties are represented accurately
• Regularly check the input and the quality of data (segmentation, following restrictions, etc…).
• Troubleshoot all system issues with/between LMS and third-party systems.
• Build and maintain all necessary codes in LMS and third-party extranets for hotel processes.
• Works with Training Manager to ensure all training materials are up to date and relevant
• Responsible for all interviewing, hiring and coordination of training of Team Members
• Maintains efficiency in staffing and scheduling for all areas under their direct supervision, creating or approving all posted schedules
• As needed, they will step in to any area under their supervision to act in that capacity to help when busy or low staffed
• Adjust room rate and occupancy control daily to maximize room revenue and hotel occupancy.
• Maintains appropriate inventory of required supplies and promotional items.
• Analyze all guest complaints and requests and ensure timely resolution for all.
• Make constant contact with both internal and external guests to provide optimal guest service.
• This includes contact with various hotel departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Oversight of all group reservations, sales contracts and data connection with third party booking systems
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Excellent communication skills both written and oral.
• Must possess interpersonal skills to deal effectively with business contacts and team members at all levels of the company.
• Must possess a strong attention to detail and presentation skills.
• Proficient in Microsoft Office Products: Word, Power Point, Outlook and Excel.
• 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.

Education And/or Experience

• Minimum 4 years’ call center/reservations management experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Certificates And Licenses

• Must be able to maintain appropriate Alcohol Awareness card.