What are the responsibilities and job description for the Call Center Supervisor position at STK Steakhouse?
POSITION SUMMARY
The Reservations Supervisor is primarily responsible for overseeing the day to day operations of the Reservations Department, ensuring that agents are following procedures and providing first rate service by effectively taking reservations and communicating guest inquiries accurately in a friendly and courteous manner; demonstrating patience, empathy, adaptability, consistency, clear communication, and knowledge necessary; have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. This position may be required to work nights, weekends and holidays.
This is an in-office position located at 1624 Market St., Denver, CO 80202 . The individual hired for this role is expected to be on-site and work in the office each day . Remote or hybrid work arrangements are not available for this position.
Call Center Perks :
- Full time employees receive $250 monthly commuter bonus
- Part time employees receive $150 monthly commuter bonus
- Two meals provided to Call Center Team Daily
- Flexible scheduling options to accommodate work-life balance
Shifts available :
Thursday through Monday
SUPERVISOR RESPONSIBILITIES
o Oversee Reservation Agents
o Monitors and evaluates phone calls and emails ensuring agents are following TOG standard procedures
o Weekly full venue checks using OpenTable to ensure agents are following procedures and monitor overbooking / irregular patterns
o Assign daily tasks and ensure they are done. Assign additional tasks as they arise
o Review opening and closing check lists
o Review coyle reports, address any concerns and acknowledge accomplishments
o Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
o Maintain accurate employee records pertaining to development and counseling
o Ensures all updates / revisions are communicated properly to staff
o Attend and facilitate meetings
Reservationist Duties
o Answering phones and emails when volume picks up or understaffed
o Sending reports to management
o Handles any difficult guests for reservationists
o Works with management to remediate any issues
o Follows up with guest recovery options
OpenTable Management
Customer Service and Problem Solving
Department SOP's
TRAINING
Train reservationists, hosts, managers and DOP's standard TOG Policy including but not limited to :
o Verbiage
o Reservation recommendations
o Good customer service
o Guest complaints
o Shortel Phone use
o OpenTable use
SIDEWORK & REPORTING
The company offer the following Insurance benefits to all full time and variable benefit eligible employees (waiting period applies)
The company offer the following benefits to all employees regardless of position or status
Salary : $150 - $250
