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Customer Service Center Supervisor
2 months ago
Location
Valencia Hotel Group - Central Reservations Office
Employment Type
Full Time
Education Requirement
High School Diploma
Work Schedule
Flexible Shifts
Industry
Hospitality Management
Position Summary
Up to $900 RETENTION PROGRAM PAY and MORE, APPLY to FIND OUT
Are you a Customer Service Champion? We are looking for exceptional talent like you
Join an AWARD-WINNING organization that values excellence. Valencia Hotel Group's Central Reservations Office is a cornerstone of the community, known for its unique hotel offerings tailored to each city. We seek dedicated individuals who are eager to deliver outstanding service to our guests. Our hotels are designed for today’s discerning traveler, blending modern aesthetics with timeless charm. We empower our team members to exceed expectations.
Role Responsibilities:
- Assist in managing a team to optimize efficiency and operations within the Central Reservations Office.
- Handle incoming calls and train agents to effectively convert inquiries for various hotel properties.
- Engage actively in the onboarding process, focusing on training new team members.
- Maintain consistent performance in accordance with established call criteria.
- Contribute positively to team dynamics within the department.
- Supervise and evaluate all reservation-related activities and personnel.
- Collaborate with the Call Center Manager to assess quality and manage costs.
- Provide training and support to new associates.
- Assist the Call Center Manager with operational checklists and monthly financial reviews.
- Monitor interdepartmental operations to ensure the highest standards of guest service.
- Oversee the Central Reservations Office in the absence of management.
- Ensure regular attendance in line with Valencia Hotel Group standards.
- Communicate effectively and clearly convey information and ideas.
- Proactively address and resolve workplace issues as they arise.
- Maintain professionalism and composure in high-pressure situations.
- Listen attentively to the concerns of colleagues and guests.
- Work with financial data and perform basic arithmetic tasks.
- Adhere to company standards and regulations to promote safe and efficient operations.
- Complete additional tasks as assigned by supervisors.
- Willingness to travel occasionally may be required.
- Experience in a Call Center Environment.
- Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
- Ability to work collaboratively within a team.
- Strong multitasking, organizational, and leadership capabilities.
- Maintain composure and patience in challenging situations.
- Skilled in navigating multiple software applications.
- Previous hotel experience is preferred.
- Comprehensive Medical, Dental, and Life Insurance.
- Paid Time Off.
- Paid Community Service Days.
- Click here to learn more.
