Supervisor - Call Center

Bally's Corporation; Golden Horseshoe; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player in the casino-entertainment sector is seeking a dedicated Reservations Supervisor to manage daily operations and ensure exceptional service for guests. This role involves supervising reservations, creating a positive work environment, and collaborating with various departments. The ideal candidate will possess strong communication skills and a high school diploma or GED. With competitive salary offerings and benefits, this position provides an exciting opportunity to thrive in a dynamic and engaging workplace. Join a team that values performance and dedication, and make a meaningful impact in the hospitality industry.

Benefits

Health coverage

401(k) with company match

Performance reviews

Employee perks and discounts

Qualifications

• High energy and excellent communication skills.
• Ability to handle instructions and work under stress.

Responsibilities

• Manage day-to-day Reservation and PBX operations.
• Supervise reservations and ensure effective service.
• Monitor daily operations to meet goals and objectives.

Skills

Computer proficiency

Communication skills

Typing

Education

High school diploma or GED

Job description

Why Bally's?

Bally's Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel presence. Bally's owns and operates 19 casinos across 11 states, along with a golf course in New York and a horse racetrack in Colorado. It holds OSB licenses in 13 jurisdictions in North America and has expanded internationally with the acquisition of Aspers Casino in Newcastle, UK. Bally's also owns Bally Bet, Bally Casino, Bally's Interactive International division (formerly Gamesys Group), and has a significant stake in Intralot S.A. (ATSE: INLOT).

With 11,500 employees, Bally's casino operations include approximately 17,700 slot machines, 630 table games, and 3,950 hotel rooms. The company also has rights to develop land in Las Vegas at the site of the former Tropicana Las Vegas.

Role:

Manage day-to-day Reservation and PBX operations, ensuring exceptional service to all guests. Assist Reservations Manager as needed and manage the department in their absence.

Responsibilities:

• Monitor daily operations to meet goals and objectives, ensuring policies and procedures are followed.
• Create a positive work environment where team members thrive.
• Supervise reservations, ensuring quick, courteous, and effective service.
• Execute daily hotel sell strategies and review room inventory to maximize occupancy.
• Monitor internet channels and availability, verify room assignments, and input third-party reservations.
• Support staff in guest issue resolution, monitor call queues, and manage casino room blocks.
• Brief staff, assist with scheduling, payroll, and monitor labor resources for efficiency.
• Process shift reports, observe agent performance, and ensure grooming and uniform standards.
• Maintain relationships with other departments, suggest operational improvements, and acknowledge high performers.
• Handle guest and staff disputes, develop and participate in committees, and mentor team members.
• Produce performance appraisals, adhere to policies, and supervise reservation and PBX agents.
• Verify reservations, complete MOD logs, assist with all departmental duties, and promote safety.
• Process gift cards, update training manuals, and train new hires.

Other Duties & Responsibilities:

Uphold the company's mission and values, represent Bally's positively, and handle guest communications and property information dissemination.

Knowledge, Skills, and Abilities Required:

• Knowledge: Education, experience, and training relevant to the role.
• Skills: Computer proficiency, communication, typing, etc.
• Abilities: Physical requirements such as standing, lifting, reaching, and other physical tasks as described.

Qualifications:

• High school diploma or GED
• Professional appearance and positive attitude
• High energy, proficiency in typing, and excellent communication skills
• Ability to handle instructions, work under stress, and maintain composure
• Basic reading and math skills, flexible schedule

Training:

Mandatory compliance training within 30 days of hire, including courses like Active Shooter Awareness, Cybersecurity, Safety, and others.

Working Conditions:

Physical demands and environmental conditions are detailed, including standing, walking, temperature variations, and safety considerations.

What's in it for you:

• Competitive salary with performance reviews
• Health coverage, 401(k) with company match, perks, and discounts

This job description may change; duties and responsibilities are subject to modification.

Join Bally's - We look forward to meeting you!