Call Center Supervisor

YOUR MISSION (The Job Description)

The Call Center Supervisor will play an important role in managing the operations of the Reservations department for Virgin Hotels Las Vegas within established policies and procedures. This position ensures the efficient selling and booking of hotel rooms, maximizing occupancy and revenue at Virgin Hotels Las Vegas; provides the highest quality of service to external and internal guests; and is accountable for all necessary audits/controls to protect and account for the revenue flow of advanced deposits.

Qualifications THE NITTY-GRITTY (The Essential Job Duties)

• Monitor daily operation of room reservations, casino reservations and group reservations to ensure that proper procedures are followed, and that service is in accordance with established standards
• Hire, train, motivate, evaluate, and manage personnel to ensure proper staffing and that Team Members receive adequate guidance and resources to perform job responsibilities in accordance with department objective
• Keep current and aware of all room rates, packages, specials and other hotel/casino information; ensures the accuracy of information and responsible for communicating this information to all teammates in the Reservations department
• Maintain department objectives, procedures, standards, budget, and cost allocations to ensure proper management of the department
• Work with appropriate management in planning for promotions and special events to ensure room blocks and facilitation of service to guests
• Compile daily and weekly hotel forecasts to facilitate the planning and staffing process based on satisfactory levels of service to guests
• Be the first point of contact for all Reservations Team Members
• Investigate rate disputes from guests
• Handle escalated guest phone calls
• Assist with answering ACD calls based on business needs
• Create weekly Reservation's schedule for management approval
• Reconcile suite commissions at the end of each month
• Process direct bill and credit card authorizations
• Track and log Reservation Agent call stats, errors, absenteeism, and call quality scores
• Monitor the quality of Reservation Agents; Track scores and provide one-on-one coaching & feedback
• Input casino and executive reservations
• Correspond with internal and external guests both verbally and electronically
• Assist with OTA inquiries, requests and disputes, reservation error logs, and inventory and rate management
• Complete Revenue Management reports, including pick-up and forecasts, and other duties as assigned to assist the Revenue Management and Front Office departments

WHAT IT TAKES (The Qualities We Look For)

• Great team player with the ability to create excellent working relationships across the group. Collaborative approach with all departments
• Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
• Strong communication and presentation skills to all levels of management
• Creativity and innovation are essential
• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over-deliver wherever possible
• Candidates must think of their feet and use their initiative to solve problems and deliver solutions
• Excellent guest relations, communication, presentation, and organization skills are of utmost importance
• Able to change direction and work on multiple projects at once
• Enthusiastic, passionate, and