Hotel Reservations Team Lead

4 weeks ago


Laughlin, Nevada, United States Golden Nugget Hotels & Casinos Full time
Job Title: Call Center Supervisor

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.
Qualifications:
  • 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.
What We Offer:
  • 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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