Call Center/Front Desk Supervisor

The Ridge Hotel Lake Geneva; Lake Geneva (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Employee golf discounts

401k retirement plan

Job summary

Destination Geneva National is seeking a Call Center/Front Desk Supervisor in Lake Geneva, Wisconsin to lead the call center/guest relations team and work closely with the Front Desk Manager and Director of Operations.

You will coach agents and hospitality interns, ensuring responsive, courteous service and optimal room reservations performance while maintaining standards across the resort.

Qualifications

• High School or equivalent required.
• Bachelor’s Degree in Hospitality preferred.
• Three to four years’ experience in hospitality Front Office/Reservations.
• At least two years’ supervisory experience preferred.

Responsibilities

• Oversee room reservations and staff performance.
• Train staff on PMS systems, opening/closing procedures, and guest service standards.
• Support Reservations staff with guest concerns/complaints and resolve them per policy.
• Communicate workflow and priorities to the Revenue Manager and other departments.
• Identify operational issues and suggest improvements to enhance the guest experience.

Skills

Customer service

Team leadership

Communication

Education

High School Diploma

Bachelor’s Degree in Hospitality

Tools

Visual One

EZLinks

Kipsu

OpenTable

Job description

Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center/Front Desk Supervisor, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse, which overlooks three championship golf courses and the serene Lake Como.

We are searching for a dedicated, supportive Call Center Supervisor who can coach and motivate our Call Center Agents and summer Hospitality Interns as they receive calls from potential and future resort guests. The Call Center Supervisor will work directly with the Front Desk Manager and Director of Operations to hire and train associates, ensuring that every agent is well prepared to respond to calls knowledgeably, professionally and to our guests' satisfaction. This role requires the continued support of Call Center Agents by monitoring their progress, ensuring that the team understands and meets expectations, and providing them with ongoing coaching opportunities and inspiration. Possessing strong customer service skills and a high level of flexibility, a successful Call Center Supervisor will be a vital resource and mentor to our Call Center/Front Desk Team.

Primary Responsibilities

• Oversee room reservations, holding all staff members accountable to policies and standards.
• Maintain a high level of guest service through hiring, training, and developing an empowered team that can anticipate and react to guest needs.
• Train new staff on PMS systems, opening & closing procedures, and guest service standards.
• Support Reservations staff with guest concerns/complaints, and handle guest concerns in accordance with company’s best practices.
• Communicate workflow, priorities, and needs daily to the Revenue Manager.
• Identify operation issues and suggest possible improvements to better the guest reservation experience.
• Ensure the fiscal goals of the Call Center team are met by minimizing rate discrepancies and maximizing room revenue through room upgrades and other incidentals.
• Ensure proper coverage levels and scheduling in the Call Center that will create an equilibrium balance between labor expense and phone coverage/hold time.
• Monitor OTAs and online bookings, ensuring all reservations are properly entered into the Property Management System.
• Help oversee Stay and Play bookings.
• Work with the Golf and Food & Beverage teams to ensure all guests are given the best possible experience.
• Ensure all guests are being treated in an efficient and courteous manner.
• Ensure all reservations quality standards are complied with and that policies and procedures are consistently applied.
• Perform Hotel Room walks to ensure guest rooms do not have maintenance needs and are presented in a manner that meets/exceeds company standards.
• Maintain cleanliness and order of the office, file cabinets, Front Desk and outside areas of the Clubhouse.
• Prepare reports and analyze data to assist in determining call center goals. These reports will include, but are not limited to, revenue/occupancy reporting, housekeeping, and maintenance reports.

Supportive Functions

• Assist in the daily maintenance of room inventory to achieve optimal levels or revenue while maintaining high levels of guest expectations.
• Perform other projects as requested while maintaining normal job priorities.
• Preparing reports and analyzing data to assist management with meeting preparation and goal setting.
• Attend necessary weekly, monthly, and quarterly meetings.
• Working with other departments within the resort, which could include assisting in Housekeeping, F&B, Golf, or Banquets.

Education/Experience

• High School or equivalent education required. Bachelor’s Degree in Hospitality preferred.
• Three to four years’ experience in hospitality Front Office/Reservations. At least two years' supervisory experience preferred.
• Familiarity with Visual One, EZLinks, Kipsu, and OpenTable a plus.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive benefits package for full-time/year-round staff, including health, dental, vision, short-term disability, and life insurance; pet insurance; and a 401k retirement plan.
• Paid time-off for full- and part-time associates.
• Option for pay-as-you-earn with Dayforce Wallet.
• Opportunity to work in a stunning resort setting with access to recreational facilities.
• Encouraging and supportive work environment that values creativity and teamwork.
• Potential for professional growth within a dynamic hospitality organization.
• All seasonal and year-round staff receive benefits including complimentary golf, discounts at our dining facilities and Pro Shop, reduced greens fees for your foursome, special hotel rates for friends & family, monthly associate golf tournaments, fitness center discounts, and more.

About Destination Geneva National

Based in Lake Geneva, Wisconsin’s premier resort town, Paloma Resorts’ Destination Geneva National has made legendary golf a tradition for more than 30 years in Southeast Wisconsin. Here Arnold Palmer, Gary Player, and Lee Trevino each carved out a signature course as timeless as the game itself. From 54 holes of the finest risk-reward golf, award-winning dining, and upscale on-course lodging and the 146-room Ridge Hotel, Destination GN continues to grow and evolve to meet the needs of today's golfer, traveler and foodie. For more information, visit destinationgn.com.

NOTE: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technology developments) dictate.

Paloma Resorts is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.