Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
Monitor staff behavior, assign breaks, and direct daily tasks to expedite all incoming calls.
Guide staff in proper job functions and professional guest interactions on the floor.
Supervise the shift work of all team members to meet call center quality objectives.
Provide real-time coaching and document disciplinary actions where applicable.
Update rates and rate codes in various systems based on Hotel Revenue team directives.
Conduct property rate and inventory audits across internal and third-party websites for accuracy.
Review data input quality regularly to ensure correct segmentation and restriction compliance.
Assist in troubleshooting routine system issues between LMS and third-party networks.
Support the updating of training materials in coordination with the Training Manager.
Participate in interviewing, hiring, and onboarding coordination for new Team Members.
Assist with staff scheduling to ensure optimal floor coverage during peak hours.
Step into any Agent or PBX role immediately to handle high call volumes or staffing shortages.
Implement daily room rate and occupancy adjustments to maximize hotel revenue.
Monitor inventory levels of required office supplies and promotional items.
Resolve guest complaints and operational requests in a timely, professional manner.
Maintain active communication with internal departments to facilitate seamless guest service.
Support the processing of group reservations, sales contracts, and third-party data connections.
Perform any other duties as assigned within the scope of this position.
KNOWLEDGE/SKILLS/ABILITIES
Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format.
Cooperate with others in the accomplishment of joint tasks and common objectives.
Ability of complex reading, writing, math, and task completion skills is required.
Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
Must be a minimum of 21 years of age.
EDUCATION and/or EXPERIENCE
Minimum of 3 years’ call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
Must be able to lift/carry 10lbs or less occasionally.
The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
The noise level in the work environment is usually moderate.
Team Member may be exposed to secondhand smoke.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.