Job Details

Call Center Supervisor

We are currently seeking a talented individual to become a Call Center Supervisor. An individual could be successful if they possess the following.

The Call Center Supervisor is responsible for the management of the reservations responsibilities i.e., managing a "call center" environment, maintaining high level hospitality service standards from all subordinates, and ensuring an optimum service to guests, visitors, and other internal departments.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of: All hotel facilities/services, hours of operation, all guest room layouts, bed types, dcor, appointments, and locations, room availability, restricted dates, rates and room types, packages and promotions, arrangements between hotel and travel agencies, and/or corporate reservations center, and Entertainment/special events scheduled in the hotel.
• Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals.
• Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
• Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
• Ensure staff's knowledge of hotel services, features and amenities.
• Access and ensure that Reservation Agents properly access all functions of Reservations system.
• Monitor and ensure that Reservations staff perform their job functions to the hotel's standards.
• Monitor and ensure that all reservations (including manual) are input into the system.
• Monitor reservations requested by fax, telex and mail.
• Ensure guest history accounts are kept current.
• Monitor group reservation activity daily and communicate status with Sales Department.
• Follow up on tentative sales bookings with respective Sales Manager to update status.
• Process change forms received from Sales after checking availability; resolve any discrepancies.
• Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
• Ensure that rooming lists are input into the system.
• Pre-block group rooms where special requests are made.
• Communicate designated VIP reservations to the Director of Rooms.
• Work closely with the Front Desk Manager in determining the percentage for overbooking.
• Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department.
• Compile reports on no-show for future business forecasting.
• Maintain confidentiality of guest information and pertinent hotel data.
• Regular Punctual Attendance
• Ability to work required overtime
• Other duties as assigned

Qualification Requirements

• Management experience in hospitality strongly desired
• Strong public speaking skills, exceptional interpersonal and written communication skills
• Outstanding attention to detail, organization, decision making and analytical skills
• Self-starter, innovator, results-driven with ability to meet both short and long term business goals
• Ability to manage time well, meet imposed deadlines and ability to work flexible hours
• Innovative and change driven with a high sense of urgency.
• Proven problem-solving skills with ability to maintain composure in stressful situations.
• Bachelor's Degree or in hospitality management or related field and /or previous experience in hotels, restaurants or related industry.
• Two years' experience as a Reservations Agent, Front Desk Agent, or Customer Service Representative, preferably a luxury style hotel.
• Fluency in English both verbal and non-verbal.
• Ability to input and access information in the property management system/computers.
• Compute basic arithmetic.
• Familiarity with yield management and forecasting.

Supervisory Responsibilities

• Responsible for the management of the reservation responsibilities i.e.,
• Managing a "call center" environment
• Maintaining high level hospitality service standards from all subordinates
• Ensuring an optimum service to guests, visitors, and other internal departments

Language Skills

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

Certificates, Licenses, Registrations

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

Oaklawn is an equal opportunity employer.

It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.