Assistant Call Center Manager - Palace

Durango Casino & Resort; Las Vegas (NV); On-site; USD 18,000 - 29,000; Full time

Job summary

Station Casinos LLC. is seeking a Reservations Supervisor professional to act as a liaison between the Central Reservation Department and multiple property departments. You will monitor KPI metrics, report deviations, and serve as a role model for Reservations Agents.

The role includes reviewing payroll, managing email inquiries to the reservation inboxes, and maintaining essential reports for management. Strong communication and computer skills are required.

Qualifications

• Ability to communicate effectively with Guests, Team Members and Management.
• Able to handle multiple task assignments and priorities.
• Excellent oral communication skills and professional behavior for sensitive issues.
• Able to become proficient with department technology and demonstrate strong computer skills.

Responsibilities

• Act as liaison between the Central Reservation Department and other multi-property departments.
• Track and report all department KPI's and keep management informed of deviations.
• Review, correct, and approve payroll.
• Respond to emails to the Central Reservation Supervisor or STN Reservation inboxes.
• Serve as a role model and leader for Reservations Agents.

Skills

Communication

Customer Service

Interpersonal Skills

Multitasking

Computer Skills

Job description

Responsible for practicing, supporting and promoting Station Casinos company wide culture. Act as a liaison between the Central Reservation Department and all other multi property departments. Act as first point of contact for all Reservations Agents. Track and report all department KPI's and keep management informed of any deviations from accepted productivity standards. Constantly serve as a role model and leader for all agents. Responsible for creating, maintaining, and distributing various reports as requested by management. Review, correct, and approve payroll. Assist in responding and handling all email sent to the Central Reservation Supervisor or STN Reservation inboxes. Other job related duties as assigned.

Qualifications:

Ability to communicate effectively with Guests, Team Members and Management. Ability to remain stationary at a designated work station for periods in excess of eight (8) hours. Excellent oral communication skills, strong interpersonal skills and professional behavior to effectively handle all issues, including those of a sensitive nature. Able to handle multiple task assignments and prioritize accordingly. Ability to become proficient with department technology and demonstrate strong overall computer skills.

Minimum (one) 1 year work experience in a customer service position preferred, preferably within the hospitality industry or call center operations.