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 able to inspire and motivate others
- Leadership ability and behavior consistent with Virgin Hotels values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant guest service
MUST HAVE'S
- Current, legal, and unrestricted ability to work in the United States
- Ability to obtain gaming license
- Use all equipment associated with the position, including but not limited to, Microsoft Word, Excel and Outlook
- Strong analytical and problem-solving skills
- Ability to interpret and implement policies, procedures, and manuals
- Review and comprehend all necessary documentation
- Observe and direct actions of subordinates
- Communicate effectively with guests as well as all levels of Team Members
- Maintain effective interpersonal skills due to indirectly reporting to many diverse executives
- Effectively handle multiple priorities and reporting relationships
- A strong foundation in the guest service and communication industries
- This knowledge and these abilities are typically acquired through a completion of a high school degree or equivalent with some college education in marketing or sales preferred, as well as a minimum of two years of experience in hotel operations such as Room Reservations, Front Desk, PBX or Group Reservations
WOULD BE NICE TO HAVE'S
- Minimum of one year in a supervisory capacity with experience in a hotel/casino reservation environment is strongly preferred
- Minimum typing speed of 45 WPM preferred
- Familiarity with Agilysys LMS (PMS), IGT Patron Management System, Passkey, Delphi, ADP and ACD telephone systems helpful
- Bilingual
THE WORKING CONDITIONS
- Working both independently and interdependently depending on work tasks, projects, special initiatives. Possibly experience job related stress due to tight deadlines, demands, crisis management
- Work is sedentary in nature, with long hours seated, typing on a keyboard, and viewing computer screens
- Ability to proficiently utilize all equipment associated with the position
- Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests and fellow Team Members
- Ability to work a flexible schedule including nights, weekends, and holidays
VALUABLE TRAITS
- Proactive
- 50% logical / 50% creative
- Enjoy working with a team and alone as the situation dictates
- Adaptive, Flexible!
- Embody "good attitude"
- Enjoy process improvement
- Evoke inspiration in those around you and encourage them to create their best work
- Results oriented
- Unwavering integrity and endless work ethic
- Appreciate constructive feedback, as well as graciously providing the same
- Tenacious and self-motivated
This is not an exhaustive list of duties, responsibilities, and conditions.
*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*
