GENERAL SUMMARY

The Teleservices Supervisor is responsible for the daily activities of the Reservation Sales Agents and Guest Services Information team which include motivating, coaching and recognizing positive guest service. This individual will schedule work, train, conduct performance reviews, discipline team members and assist with employment-related issues. He/she will perform phone operator functions such as answering inquiries, relaying incoming calls, paging guests and other people as needed, and making public announcements promotions and events.

CORE SCOPE OF POSITION

• 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 development and implement corrective actions on areas of improvement.
• Assists Hotel Manager with hiring, staffing, and termination decisions.
• Monitors the staffing level. Adjusts staff assignments and breaks as required to meet call demands while keeping overtime to a minimum.
• Trains team members on job duties, department and casino operating policies and procedures.
• Discusses with and updates hotel management regarding operational issues.
• Provides daily written or verbal communications to inform team members on all ongoing activities with the department and around the property.
• Monitors and interprets call volume and staffing to ensure prompt service and avoid delays in handling requests.
• Monitors random telephone calls to ensure goals and objectives are met, such as making sure guests receive the correct information, measuring the length of call, and conversation.
• 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 all applicable safety regulations and/or standards.
• Receives and prioritizes all incoming calls through the main lines, operator lines, and voicemail 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 within 5 minutes after their requested time to ensure guest is awake.
• 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 is satisfied with their orders.
• 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 including authorized list for distribution 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.

Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

LEADERSHIP

• A role model of Viejas’s service culture.
• Leads by example and creates strong morale and engagement in his/her team.
• Communicates company and departmental goals and fosters open communication across the department.
• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.
• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests.
• Interacts with department team members and management team.

SUPERVISION

• 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.

Required Skills

KNOWLEDGE AND SKILLS

• 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.
• Bilingual in Spanish or another second language preferred, not required.
• 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.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• 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.