Summary:Responsible for the day to day operation and direct supervision of all activities within the Reservations and PBX departments. Ensure daily operations and experiences meet guest expectations. Appropriately respond to and manage any escalated departmental concerns and guest and/or employee challenges. Manage all aspects of contact center operations while supervising the representative's performance, development, and coaching as they sell rooms, suites, restaurants, shows, and amenities to guests that contact the centralized Contact Center. Provide direction and guidance to ensure consistent achievement of key performance metrics.Essential Functions and Responsibilities:* Hire, train, develop, measure performance, discipline, and schedule department staff* Lead the tactical execution of strategic initiatives under the direction of division leadership* Implement and maintain standards of service within assigned department(s) and ensure achievement* Monitor and control labor within the department while maintaining adequate coverage in the department based on business demands* Assist the Manager in building and leading a high-performing supervisory team to achieve and exceed profitable sales goals, service delivery, cost containment, and customer expectations in regards to Survey Scores, Conversion, Cross Sell Conversion, GOS, Abandonment, Adherence, Turnover, QA Monitor Scores, call transference efficiencies, and other standards as determined* Ensure staff is performing their duties in compliance with department guidelines* Assist the manager in implementing plans to ensure effective use of labor* Measure, document, report and communicate data based on representative/supervisor/department performance and progress towards goal attainment* Accurately and swiftly resolve issues and reports potential issues to senior leadership if needed* Act as a liaison between supervisors, senior management, and other departments on department, property, market and/or company operations* Contribute to customer retention and continuously increase customer loyalty levels through advanced problem resolution, customer interaction, escalation handling and mentoring supervisors to be well informed, courteous, warm, gracious, and helpful* Responsible for monitoring phone activity of department staff* Motivate the staff to assist in achieving contact center goals while maintaining low levels of turnover* Ensure training and training materials are relevant, proactive, and current* Reward and recognize supervisors via implemented incentives programs to foster employee engagement, elevate agent productivity performance, and achieve sales and service goals* Assist in the planning of hotel/casino promotions, special events, upgrades, as well as involvement with rate-selling strategies* Assist the manager in executing new ideas/solutions on all Contact Center issues, and participate in projects and process improvement initiatives to improve the operating quality and efficiency of the departments* Provide outstanding customer service in a timely manner to both guests and fellow employees* Perform other duties as assignedRequirements:Qualifications* 2-4 years progressive leadership experience in a Reservations, Call Center, or Contact Center environment* Previous experience within a hotel/casino environment servicing multiple properties preferred* Experience handling multiple tasks in a high volume, high stress, and fast-paced environment while meeting deadlines* Proven demonstrated leadership to a large, diverse team of employees* Experience with effective leadership techniques, decision making, staff development, and statistical reporting & analysis proving applicable to division growth* Team building; must be able to develop, motivate and inspire the team to achieve desired results* Effectively communicate in small and large group situations, as well as one-on-one* Excellent listening and interpersonal skills* Demonstrate a friendly, upbeat and positive disposition* Able to work independently as well as with a team and take initiative, with minimal supervision* Must be able to maintain a flexible working schedule based on a 24 hour work environment as well as being dependable and punctual* Efficient using computers, including but not limited to Microsoft Office Programs, Word, Excel and PowerPoint* Previous experience with LMS/CMS and PBX applications required* At least 21 years of age* High school diploma or equivalent* Bachelor's or Associate's degree in Business Administration, Hotel Administration, or related field preferred* Ability to effectively communicate in English, both written and verbal* Obtain and maintain all work cards as required by the company* Verify right to work in the United StatesWork Cards* GamingPhysical Requirements* Occasionally push/pull up to 15 lbs.* Occasionally lift and/or carry up to 25 lbs. at floor, knee, waist, and chest levels* Occasionally squat, kneel, and communicate via radio* Frequently bend, reach, twist, sit, and stand, and use of phone* Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterityWork Environment Potential Conditions* IndoorDisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.Return to SearchReturn to SearchIf you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department at (702) 380-7743.We are committed to providing equal employment opportunities.Click here to see our EOE statement.To review our privacy policy, please click here©2016 Symphony Talent, All Rights ReservedPowered by Symphony Talent