What are the responsibilities and job description for the Reservation Call Center Supervisor position at Rosen Hotels & Resorts?
Summary:
The Reservations Call Center Supervisor is responsible for providing outstanding guest service for the guest prior to their stay while also ensuring the agents do the same. It is very important for the Supervisor to lead by example. The realm of responsibilities will extend beyond that of a typical reservation agent. The Supervisor will need to expand their skill sets and work in a fast paced environment with new challenges daily. The Supervisor must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests and the internal customers. They must have the ability to multi-task, be detail oriented, and be able to problem solve in order to effectively deal with internal and external customers. Individuals must possess strong communication and listening skills, strong computer proficiency and a strong ability to work together and build relationships.
Responsibilities:
- Responsible for supervising up to 20 reservations agents at one time.
- Thorough knowledge of Rosen Hotels and Resorts policies and procedures.
- Entering guest reservations into the system accurately with complete detail.
- Provide accurate information regarding availability, accommodation types, hotel amenities, rates and area information.
- Accurately enter in reservations sent via fax and e-mail.
- Correspond with Group Housing Coordinators to help with special requests.
- Assist managers in making sure that the daily check lists are complete.
- Communicate information to management and other various hotel departments.
- Ensure all reservations reports are printed and processed.
- Assign duties and examine work for exactness, neatness and conformance to policies.
- Provide excellent service to internal and external associates, guests and vendors.
- Assist management with hiring, training employees, planning, assigning and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems.
- Become the second set of eyes for management.
- Assist management with additional duties as needed.
Experience/Qualifications:
- 1 years of related experience is required
- Previous Supervisory experience is preferred
- Microsoft Word, Excel, and Outlook experience.
- Must have a flexible schedule to accommodate the needs of the department.
Education and Certification(s)/License(s):
- 1 year certificate from college or technical school, or equivalent combination of education and experience.
Discover Life at Rosen:
Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.
Benefits Our Associates Enjoy:
- Affordable Health and Dental Insurance
- On-site Medical Center
- Competitive Compensation
- Holiday Pay
- Paid Vacation
- Paid Personal Days
- Tuition Reimbursement
- Higher Education Scholarships
- 401(k) Retirement Savings Plan
- Childcare Financial Assistance
- Hospitality and Dining Discounts
- Family Outreach Center
- and Many More Benefits
We are proud to be an equal opportunity employer and a drug and nicotine-free workforce.
