Call Center Supervisor

About the role

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.

Responsibilities

• 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.
• Reports assignment issues to supervisor/manager.
• Assigns room numbers as needed.
• Balances inventory as needed.
• Monitors group cutoff dates.
• Provides 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.
• 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.
• Performs any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Ability to 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.
• Required skills include: 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.

Requirements

• 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 10 lbs 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.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.