Call Center Shift Manager

2 months ago

Reno, Nevada, United States Grand Sierra Resort and Casino Full time
Job Summary

We are seeking a highly skilled and experienced Reservations Manager to join our team at the Grand Sierra Resort and Casino. As a key member of our operations team, you will be responsible for overseeing the management of our reservations system, ensuring seamless communication with internal and external clients, and driving revenue growth through effective inventory management.

Key Responsibilities
  • Inventory Management: Maintain accurate and up-to-date inventory levels, ensuring compliance with revenue management decisions and communicating changes to the Director as needed.
  • Customer Service: Establish quality controls to ensure staff provides exceptional customer service, responding to internal and external client inquiries in a timely and professional manner.
  • Communication: Collaborate with other departments and direct reports to ensure effective communication and coordination of efforts.
  • Staff Management: Supervise and manage the office, ensuring staffing meets the needs of both the reservations and box office departments.
  • Market Analysis: Stay up-to-date on local market trends, documenting findings for the Director to ensure competitiveness.
  • Financial Management: Prepare departmental budgets, evaluate and analyze monthly P&L statements, and make recommendations for future adjustments.
  • Reporting: Ensure accurate and timely reporting of office productivity, monitoring management team and staff for proper conduct and consistency of high-level customer service.
  • Payroll Reconciliation: Reconcile payroll numbers, ensuring accuracy and compliance with company policies.
  • Employee Relations: Interview, hire, and terminate employees as necessary, maintaining a positive and respectful work environment.
Requirements
  • Experience: Minimum three years of progressive hotel management/reservations experience, with a strong background in sales and sales training.
  • Casino Experience: Preferred experience working in a casino environment, with a deep understanding of revenue management and inventory control.
  • Skills: Strong communication and interpersonal skills, with the ability to work effectively in a fast-paced environment.
  • Education: High school diploma or equivalent required, with a degree in hospitality or a related field preferred.
Work Environment

The Grand Sierra Resort and Casino is a smoke-filled environment with a loud noise level. The successful candidate must be able to work effectively in this environment, maintaining a positive and respectful attitude in the face of challenges.

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