Guest Experience Center Lead

Pomeroy Lodging; Calgary; Sur place; CAD 60 000 - 75 000; Plein temps

Résumé du poste

Pomeroy Lodging is seeking a Connection Centre Supervisor to lead daily operations at the Calgary corporate office. You will coach Guides, manage schedules, and ensure high-quality guest conversations while maintaining service levels and data-driven improvements.

The role is full-time and office-based, with responsibilities across reservations, guest care, and team development. Flexibility to adapt to guest demand is required.

Qualifications

• Two to four years of progressive experience in a call centre, reservations, hospitality, customer service, or related service environment.
• Previous supervisory, team-leading, or coaching experience is preferred.
• A strong understanding of call centre operations, including service levels, call abandonment, productivity, quality assurance, and reservation conversion.
• Experience with employee scheduling, live call monitoring, and adjusting staffing to meet demand.
• The ability to coach others, communicate clear expectations, and support individual growth.
• Confidence interpreting operational data and turning insights into practical action.
• Experience using call-handling, customer relationship management, reservation, workforce management, and reporting systems.

Responsabilités

• Coordinate daily Connection Centre operations to ensure Guides have resources and support for exceptional service.
• Prepare and maintain employee schedules based on call volumes and business demand.
• Monitor queues, wait times, and staffing; adjust breaks and assignments for responsiveness.
• Support Guides with complex inquiries, reservation concerns, and guest service recovery.
• Conduct regular call reviews and provide coaching to strengthen communication and guest care.
• Hold monthly one-on-one conversations focused on performance and development.
• Support recruitment, onboarding, and training for new Guides.

Connaissances

Call centre operations

Supervisory coaching

Scheduling and staffing

Data interpretation

CRM & reservation systems

Outils

CRM systems

Reservation systems

Workforce management tools

Reporting systems

Description du poste

Pomeroy Lodging is seeking a Connection Centre Supervisor to lead daily operations at the Calgary corporate office. You will coach Guides, manage schedules, and ensure high-quality guest conversations while maintaining service levels and data-driven improvements.

The role is full-time and office-based, with responsibilities across reservations, guest care, and team development. Flexibility to adapt to guest demand is required.