Hotel Reservations Team Lead
4 weeks ago
Job Summary:
The Call Center Supervisor is responsible for overseeing the activities of a team of inbound phone representatives supporting all Reservation functions at the Golden Nugget Hotel & Casino. The successful candidate will ensure guests receive a standard of superior service.
Key Responsibilities:- Facilitate employee development through direct interaction, communication, and performance feedback.
- Continuously assess agent productivity and call activity to ensure maximum performance and support department service standards.
- Meet performance measurements through productivity enhancements and cost control.
- Ensure quality delivery of the Reservations products by monitoring and providing feedback to employees.
- 2 years Hotel/Casino Reservations experience with a strong working knowledge of LMS, CMP, Room Key, Quality Assurance reporting, or other related work experience.
- Minimum 2 years previous supervisory or management experience in a hotel environment.
- Previous customer service experience required in the hospitality industry.
- Outstanding leadership capabilities, with demonstrated ability to learn, train, develop, and motivate a team of agents.
- Strong commitment to enhancing both internal and external customer focus; ability to provide timely feedback related to customer service, sales, or specialty issues.
- Excellent verbal and written communication skills.
- Strong presentation skills.
- Excellent interpersonal skills, with ability to effectively interact with employees at all levels within the organization.
- Proven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environment.
- Able to work varied hours, including nights, weekends, and holidays.
- Intermediate computer skills required, i.e. Web Browsing, Email, Typing.
- MS Outlook, Excel, and Word.
- Perform other duties as requested from management.
- Multiple benefit plans to suit your needs.
- Paid Time Off.
- 401K.
- Opportunities for advancement.
- Positive and respectful work environment where diversity is valued.
- Generous employee discounts on dining, retail, amusements, and hotels.
- Community volunteer opportunities.
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