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About the Role

The Teleservices Supervisor is responsible for the daily activities of the Reservation Sales Agents and Guest Services Information team, focusing on motivating, coaching, and recognizing positive guest service. This role involves scheduling, training, performance reviews, and addressing employment-related issues. The supervisor also performs phone operator functions, including answering inquiries, relaying calls, making announcements, and promoting events.

Responsibilities

Supervises the daily activities of the guest service information and hotel reservation sales team.
Monitors team members’ guest service and technical performances.
Provides motivation, coaching, and recognition for positive guest service.
Reviews teams’ performance reports daily to reinforce positive results and identify areas of improvement.
Works with Reservations and Revenue Manager to develop and implement corrective actions.
Assists Hotel Manager with hiring, staffing, and termination decisions.
Monitors the staffing level and adjusts staff assignments and breaks as required.
Trains team members on job duties, department, and casino operating policies and procedures.
Updates hotel management regarding operational issues.
Provides daily written or verbal communications to team members on ongoing activities.
Monitors and interprets call volume and staffing to ensure prompt service.
Monitors random telephone calls to ensure goals and objectives are met.
Ensures that all team members are trained in all departmental procedures, rules, regulations, and standards.
Ensures that team members are completing tasks in a safe manner and in compliance with safety regulations.
Receives and prioritizes all incoming calls for services relating to the casino, hotel, room service, housekeeping, and maintenance orders.
Enters housekeeping requests in HOTSOS tracking system.
Enters guest wake-up calls into Opera PMS system and follows up with a personalized wake-up call.
Enters and confirms bookings into the reservation system according to company’s standards.
Enters room service orders in Infogenesis system.
Follows-up with guest and/or Casino and Resort staff to ensure guest satisfaction.
Provides directions to guests by utilizing online map.
Assists guests with courtesy calls, taxi services, and hotel arrangements.
Transfers calls to correct extension or department while maintaining a calm and professional demeanor.
Maintains current list of all managers’ home phone, pager, and cell phone numbers.
Monitors and handles guest complaints while ensuring guest satisfaction.
Checks on guest satisfaction regularly.
Refers complaints and concerns to management when unable to resolve.
Monitors PMS, CRS, GMS, and any other software to ensure all reservation information is performing as expected.
Maintains confidentiality of all Team Members information.
Understands and practices emergency procedures for handling bomb threats, medical emergencies, evacuations, and emergency contacts.
Maintains required records, gathers statistics, and prepares reports as required.
Maintains confidentiality especially when dealing with Media calls.
Provides assistance to other job classifications as needed.
Ensures that a clean, safe, hazard-free work environment is maintained.
Adheres to all company and department policies, procedures, and standard operating guidelines.
Performs other duties as assigned.
Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
Responsible for call productivity and call quality of Reservation Sales Agents and Guest Service Information Operators.
Majority of time is spent performing Guest Service Information Operator and Reservation Sales Agent job duties.

Requirements

High school diploma or general education degree (GED).
2 to 5 years of related experience working in guest service, hospitality, or casino operations.
Prior experience with heavy phone volume preferred.
Some supervisory/leadership experience preferred.
Demonstrated strong customer service skills.
Positive behaviors such as being enthusiastic, energetic, professional, and friendly all the time.
Excellent verbal, written, and interpersonal communication skills including pleasant and courteous voice.
Knowledge of basic computer skills and phone.
Ability to multi-task while paying attention to details.
Ability to adjust and manage change effectively.
Ability to work in a fast paced, deadline-oriented environment.
Must be able to deal with emergency situations, and work well under pressure.
Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Skills

Customer service
Communication skills
Basic computer skills
Phone skills
Multi-tasking
Attention to detail
Adaptability
Working under pressure

Location

Onsite

Work Type

Full-time

Experience Level

2-5 years
Supervisory/leadership experience preferred

Education Level

High school diploma or GED

About the Company

The Viejas Band of Kumeyaay Indians is an equal opportunity employer.

Equal Opportunity

Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.