Call Center Supervisor

2 weeks ago

Denver, United States STK Full time
Job DescriptionJob Description

POSITION SUMMARY
The Reservations Supervisor is primarily responsible for overseeing the day to day operations of the Reservations Department, ensuring that agents are following procedures and providing first rate service by effectively taking reservations and communicating guest inquiries accurately in a friendly and courteous manner; demonstrating patience, empathy, adaptability, consistency, clear communication, and knowledge necessary; have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. This position may be required to work nights, weekends and holidays.

SUPERVISOR RESPONSIBILITIES
o Oversee Reservation Agents
o Monitors and evaluates phone calls and emails ensuring agents are following TOG standard procedures
o Weekly full venue checks using OpenTable to ensure agents are following procedures and monitor overbooking/ irregular patterns
o Assign daily tasks and ensure they are done. Assign additional tasks as they arise
o Review opening and closing check lists
o Review coyle reports, address any concerns and acknowledge accomplishments
o 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.
o Maintain accurate employee records pertaining to development and counseling
o Ensures all updates/revisions are communicated properly to staff
o Attend and facilitate meetings

Reservationist Duties
o Answering phones and emails when volume picks up or understaffed
o Sending reports to management
o Handles any difficult guests for reservationists
o Works with management to remediate any issues
o Follows up with guest recovery options

OpenTable Management
 Changing existing shifts/creating new ones
 Closing days for Buyouts
 Manage all updates i.e. Shift Notes, Bulletin Boards, Directions, Restaurant Info, Holidays

Customer Service and Problem Solving
 Quick thinker and able to step in and assist. Able to get to the bottom of an issue quickly to find a resolution that will satisfy the guest
 Able to remain gracious, apologetic and pleasant to ensure a positive guest experience
 Always ready to provide superior customer service at all times.
 Knows the details of each property and is prepared to answer any difficult questions that may arise.
 Anticipate guests needs, respond promptly however busy with their own workload

Department SOP’s
 Create and update manual, forms, related SOP’s, email templates
 Creates worksheets for tracking information

TRAINING
Train reservationists, hosts, managers and DOP’s standard TOG Policy including but not limited to:
o Verbiage
o Reservation recommendations
o Good customer service
o Guest complaints
o Shortel Phone use
o OpenTable use

SIDEWORK & REPORTING
 Oversee Gift Cards: Purchasing, Processing, Audit
 Marketing: WDYHAU Tracking, Review Marketing Reports, Assign Comment Card Entries, Guest Report Exports, Concierge Reports
 Side Projects for DOP’s & Management: Comp sets, Printing training manuals, Data entry, Menu preparation, Worksheet creation/ editing
 Reports: Oversee queue reports, Phone & Email Monitoring Reports, Email Tracking Reports, Phone Report, Development Reports
 ASSIST CENTRAL RESERVATIONS DIRECTOR WHEN NEEDED

The company offer the following Insurance benefits to all full time and variable benefit eligible employees (waiting period applies)

  • Medical
  • Dental
  • Vision
  • Group Life and Disability
  • Group Accident Insurance
  • Group Hospital Indemnity Insurance
  • Group Critical Illness Insurance

The company offer the following benefits to all employees regardless of position or status

  • Employee Assistance Program (EAP)
  • Dependent Care Benefit
  • Employee Dining Discounts and/or complementary meals onsite
  • Traditional and Roth 401K Plan
  • Commuter Benefits 
  • Paid Time Off
We use eVerify to confirm U.S. Employment eligibility.

  • Call Center Representative

    2 weeks ago

    Denver, United States Call Graph Pro Full time

    Job DescriptionJob DescriptionJob Title: Call Center RepresentativeJob Summary:As a Call Center Representative, you will be the first point of contact for customers seeking assistance with products or services. Your primary responsibility will be to handle inbound and outbound calls in a professional and courteous manner, addressing customer inquiries,...

  • Call Center Manager

    Found in: Dice One Red US C2 - 7 days ago

    Denver, United States Three Saints Bay Full time

    Ocean Bay , a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a 911 / Emergency Call Center Manager. Position Responsibilities: * Ensure that proper training be provided pursuant to the requirements of the Call Center operations as outlined in the contract and certified training programs. * Review, as part...

  • Student Dispatcher Call Center Representative

    7 days ago

    Denver, United States EverDriven Technologies LLC Full time

    Job DescriptionJob DescriptionEverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community. We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school. Our proprietary, best-in-class, technology solutions...

  • Call Center Manager

    Found in: Careerbuilder One Red US C2 - 3 days ago

    Denver, CO, United States Three Saints Bay Full time

    Ocean Bay , a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a 911 / Emergency Call Center ManagerPosition Responsibilities:• Ensure that proper training be provided pursuant to the requirements of the Call Center operations as outlined in the contract and certified training programs.• Review, as part...

  • Bilingual Student Dispatcher Call Center Representative

    2 weeks ago

    Denver, United States EverDriven Technologies LLC Full time

    Job DescriptionJob DescriptionEverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community. We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school. Our proprietary, best-in-class, technology solutions...

  • Nurse Supervisor

    1 week ago

    Denver, United States Jefferson Center for Mental Health Full time

    HIRING BONUS OPPORTUNITY!At Jefferson Center, it is our policy and our mission to be inclusive and mindful of the diversity of everyone who comes through our doors. We are passionate about building a community where mental health matters and equitable care is accessible to all races, ethnicities, abilities, socioeconomic statuses, ages, sexual orientations,...

  • Home Supervisor

    2 weeks ago

    Denver, United States Hope & Home Full time

    Job DescriptionJob DescriptionThe Home Supervisor supports the clinical and programmatic activities of Hope & Home by working directly with licensed foster families. Home Supervisors support families by helping them navigate the foster care system, supporting them, and aiding them in meeting the needs of children placed in their care, with the goal of...

  • Assistant Maintenance Supervisor

    1 hour ago

    Denver, United States The Hanover Company Full time

    Hanover Company is looking for an experienced Assistant Maintenance Supervisor for their luxury apartment communities in Denver.The objective of the Assistant Maintenance Supervisor is to perform quality maintenance in a timely manner, perform periodic preventative maintenance programs and satisfy all reasonable maintenance requests. The Assistant...

  • Assistant Maintenance Supervisor

    Found in: Lensa US P 2 C2 - 1 week ago

    Denver, United States Hanover R.S. Limited Partnership Full time

    Hanover Company is looking for an experienced Assistant Maintenance Supervisor for their luxury apartment communities in Denver. The objective of the Assistant Maintenance Supervisor is to perform quality maintenance in a timely manner, perform periodic preventative maintenance programs and satisfy all reasonable maintenance requests. The Assistant...

  • Pipe Supervisor

    Found in: Appcast Linkedin GBL C2 - 3 days ago

    Denver, United States Brubacher Full time

    Join a team-centered company that rewards integrity, values initiative and treats employees like family. Brubacher Excavating is a site contractor, with headquarters in Bowmansville, PA, serving the residential, industrial, commercial, utility and energy construction markets in Southeastern PA and Northern DE. At the heart of our company are hundreds of team...

  • Pipe Supervisor

    3 days ago

    Denver, United States Brubacher Full time

    Join a team-centered company that rewards integrity, values initiative and treats employees like family. Brubacher Excavating is a site contractor, with headquarters in Bowmansville, PA, serving the residential, industrial, commercial, utility and energy construction markets in Southeastern PA and Northern DE. At the heart of our company are hundreds of team...

  • Holiday Nursing

    Found in: Jooble US O C2 - 2 weeks ago

    Denver, CO, United States Colavria Hospitality Full time

    Saint Paul Health Center is a privately owned and operated 155-bed Rehabilitation Center and Long-Term Care Community located in the heart of Denver across from Denver's City Park. Saint Paul is a diverse, caring community. Our goals are to exceed residents' expectations and provide our staff with the best possible workplace. Our Mission is "Through...

  • Credit Assistant Manager>

    1 week ago

    Denver, United States Rent-A-Center Full time

    Rent-A-Center - 1991 S FEDERAL BLVD [Department Supervisor] As a Credit Assistant Manager at Rent-A-Center, you'll: Positively impact customer growth and revenue; Ensure store credit is maintained through sales activities, account management while providing total customer satisfaction; Maintain accurate records of customer account activity; Collect customer...

  • RN HOUSE SUPERVISOR

    Found in: Careerbuilder One Red US C2 - 15 hours ago

    Denver, CO 80206, USA, United States Colavria Hospitality Full time

    Saint Paul Health Center is a privately owned and operated 155-bed Rehabilitation Center and Long-Term Care Community located in the heart of Denver across from Denver's City Park. Saint Paul is a diverse, caring community. Our goals are to exceed residents' expectations and provide our staff with the best possible workplace. Our Mission is Through...

  • Senior Maintenance Supervisor

    3 days ago

    Denver, United States Professional Employment Group of Colorado Full time

    Job DescriptionJob DescriptionSeeking a SENIOR MAINTENANCE SUPERVISOR for a 6-month Contract to Hire opportunity at one of Denver's most recognized luxury high-rises! Pay: $24-$28/hourHours: Monday-Thursday (8AM-5PM) Friday (8AM-4PM) + on-call for emergenciesOnboarding Requirement: Background CheckRequirements:3+ years of general building maintenance...

  • Maintenance Supervisor

    Found in: Lensa US P 2 C2 - 2 days ago

    Denver, United States Lincoln Property Company Full time

    Overview High Rise Luxury Property in Downtown Denver is looking for an experienced Maintenance Supervisor! If you love making people feel at home, you'll love working at Willow Bridge Property Company. Whether you're just starting your career or joining later in your journey, we're eager to help you find your perfect fit. Willow Bridge is a full-service...

  • Maintenance Supervisor

    2 weeks ago

    Denver, United States ConAm Management Corporation Full time

    Job DescriptionJob DescriptionMaintenance Supervisor - Yale 25 Station | Denver, COWHO WE ARE:CONAM Management Corporation is part of The CONAM Group, a multi-family property investment and management firm established in 1975 that specializes in conventional and affordable housing. We span across 12 states with 11 regional offices that employs a team of...

  • Winter Supervisor- McMurdo

    1 week ago

    Denver, United States Gana-A'Yoo, Limited - Antarctic Program Full time

    TITLE: Winter Supervisor SEASON: Austral Winter LOCATION: McMurdo Station, Antarctica SECTOR/DEPT: Gana-A'Yoo Services Corporation (GSC) Antarctica Currently seeking a Winter Supervisor to oversee Postal, Janitorial, Recreation, Retail and Rooms Coordination in conjunction with Management in the Continental United States (CONUS). Position will report to...

  • Winter Supervisor- McMurdo

    1 day ago

    Denver, United States CareerBuilder Full time

    TITLE: Winter Supervisor SEASON: Austral Winter LOCATION : McMurdo Station, Antarctica SECTOR/DEPT : Gana-A'Yoo Services Corporation (GSC) Antarctica Currently seeking a Winter Supervisor to oversee Postal, Janitorial, Recreation, Retail and Rooms Coordination in conjunction with Management in the Continental United States (CONUS). Position will report to...

  • Supervisor - Medical Operations Support

    Found in: Jooble US O C2 - 7 days ago

    Denver, CO, United States US Oncology, Inc Full time

    Supv, Nursing Services Rocky Mountain Cancer Centers, Colorado's largest and most comprehensive provider of cancer care has an exciting opportunity for an experienced Nurse Supervisor in our Midtown (Denver) clinic. We realize that it sounds cliché but it is true - taking care of cancer patients is a calling. Each of us has a unique story that brought us...