Job Description

Position: Remote Reservations Supervisor

FLSA Status: Non-Exempt


Location: Hotel

Starting Rate: See Wage Scale


Department: Hotel

Minimum Age: 21


Reports To: Hotel Manager

Shift: Vary

Position Summary

Responsible for the supervision of all Remote Reservation Agents. Responsible for cultivating and maintaining excellence in guest service for themselves and their team.

Essential Functions

• Training and preparing call center agents to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Oversee all incoming reservations.
• Schedule off-site remote agents to accommodate business needs.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Completes, monitors, and develops staff through evaluation and development plans.
• Monitors staff performance to ensure Chinook Winds Casino Resort customer service standards are achieved.
• All other duties as assigned.

Position Qualifications

Competency Statements
Customer Orientated- Ability to take care of the customers\xe2\x80\x99 needs while following company procedures.
Team Building- Ability to convince a group of people to work toward a goal.
Detail Oriented- Ability to pay attention to the minute details of a project or task.
Multitask- Ability to complete multiple tasks at one time.
Communication Skills- Ability to communicate effectively with others verbally and in writing.
Problem Solving \xe2\x80\x93 Ability to find a solution for or deal proactively with work-related problems.
Management Skills - Ability to organize and direct oneself and effectively supervise others remotely.
Decision Making - Ability to make critical decisions while following company procedures.


Education
High School Diploma or GED


Experience
One year Hotel Front Desk experience
One year supervisory experience preferred
One year experience with Agilisys Visual One PMS required
Two years previous experience in a position with high volume customer contact


Computer Skills
Microsoft Office basic level including Word, Excel, and Outlook
25 words per minute or faster typing speed

Physical Demands

Physical Demands


Lift/Carry



Stand

Occasionally

10 lbs or less

Not Applicable


Walk

Frequently

11-20 lbs

Not Applicable


Sit

Constantly

21-50 lbs

Not Applicable


Handling/Fingering

Constantly

51-100 lbs

Not Applicable


Reach Outward

Constantly

Over 100 lbs

Not Applicable


Reach Above Shoulder

Occasionally

Push/Pull



Climb

Not Applicable

12 lbs or less

Not Applicable


Crawl

Occasionally

13-25 lbs

Not Applicable


Squat or Kneel

Occasionally

26-40 lbs

Not Applicable


Bend

Occasionally

41-100 lbs

Not Applicable

Not Applicable- Activity is not applicable to this occupation.
Occasionally- Occupation requires this activity up to 33% of the time (0-2.5+ hours/day.
Frequently- Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hours/day.
Constantly- Occupation requires this activity more than 66% of the time (5.5+ hours/day.


Other Physical Requirements
Vision: Near and Far
Sense of Sound

Work Environment

Work will take place in a small office. Fast paced work environment with occasional exposure to a busy resort and gaming environment with multiple distractions. The noise level in the work environment is usually quiet to moderate.

Working Conditions

Conditions of employment include passing a pre-employment drug screen, a background investigation, and completing a 180-day introductory period.

Employee Acknowledgement

I have reviewed the job description and was given the opportunity to question its contents.


Employee Signature: Date: