Call Center Supervisor

Essential Duties And Responsibilities

• Maintains current knowledge and familiarity with all hotel services, features, and local attractions to respond to guest inquiries.
• Affords assistance to 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
• Reports assignment issues to supervisor/manager
• Assigns room numbers as needed
• Balances 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.
• Promotes 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.
• Participates in special project activities and supports teams by providing ad hoc information and reports.
• Affords assistance to the Revenue Management and Call Center team with tasks and projects as needed.
• Affords assistance with daily preparation of all managerial reports used for tracking and analysis.
• Works 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.

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.