Resort Services - Supervisor

Resort Services Supervisor

The Resort Services Supervisor is responsible for the sustainability of the daily Call Center Operations. The goal of the Call Center Supervisor is to ensure all casino calls are handled while providing quality services to both our guests and associates. You will report to the Resort Services Operations Manager. Location: Durant Schedule: Regular/Full-Time - 3pm-11:30pm off Friday & Saturday Pay: $20/hr Wage access is an option for this position.

Primary Tasks:

• Neutralize guest opportunities by providing service.
• Support all department programs; manage call flow effectiveness, response to service-related concerns and associate's relations.
• Maintain awareness of departmental Measurements (KPI).
• Facilitate the flow of information throughout the department by helping organize and preside over daily pre-shifts, developmental one-on-one meetings, and scheduled meetings.
• Contribute to the development of department's standard operating procedures and sequences of service.
• Handle all guest requests and issues relevant to area of oversight in a prompt manner while communicating and coordinating with other dependent departments associated.
• Maintain associate's records updated, including personnel performance records, requests for time-off, disciplinary actions, and special accommodations.
• Assist with training facilitation and coaching of direct reports in understanding their responsibilities and provides clear expectations.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities, and travel conditions.
• Perform other duties as may be assigned.

Requirements:

• 3 or more years related training or an equivalent combination of education and experience
• Must have knowledge of call systems
• Reliable ownership skills
• Ability to interpret call center statistics
• Ability to provide a luxury experience engaging in every conversation with associates and guests
• Experience speaking one-on-one's, small groups, and large group situations
• Two (2) years' experience at a supervisory capacity in a high-volume luxury environment