Call Center Shift Manager

Grand Sierra Resort Corporation; Reno (NV); On-site; USD 52,000 - 76,000; Full time

Job summary

Grand Sierra Resort Corporation in Reno, NV seeks a Reservations Supervisor to manage the LMS and external channels, ensuring inventory aligns with Revenue Management decisions. You will monitor multiple segments, forecast demand, and coordinate staffing to optimize revenue.

The role requires leadership, strong communication, and experience in call centers or hospitality reservations. You will collaborate with Sales, Casino, and Entertainment teams to maintain service levels and drive

Qualifications

• Minimum of 3 years’ call center supervisor experience or equivalent.
• Experience in hospitality reservations or revenue management a plus.
• Strong leadership and communication skills.

Responsibilities

• Maintain the room reservation system (LMS) and external booking channels.
• Monitor inventory for multiple segments and relay changes for revenue impact.
• Track local market competitiveness and document findings.
• Forecast daily arrivals/departures and staffing needs.
• Review promotions for compliance with gaming/tax rules.
• Prepare departmental budgets and analyze monthly P&L reports.
• Enter bookings from Sales and other departments and ensure reporting accuracy.
• Interview, hire, coach, and terminate team members.
• Attend meetings and perform other duties as assigned.

Skills

Clerical

Coordination

Analysis

Supervision

Instructing

Problem solving

Independent judgement

Education

Call center supervisor experience

Minimum 3 years in related role

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

• Maintain the room reservation system (LMS) as well as out-sourced booking entities, including brand sites and 3rd party to ensure inventory and restrictions comply with Revenue Management decisions.
• Monitor and adjust inventory for various business segments and quickly convey changes so that revenue streams can be adjusted accordingly.
• To keep apprised of the local market and document to ensure competitiveness.
• Monitor inventory in all business segments in anticipation of cut-offs, block reductions and/or over block situations as well as the potential impact of special events, shows and concerts.
• Ensure maintenance of history records that are used in the evaluation of future events/groups and rate/sales determination.
• Prepare the daily arrival/departure forecast for the evaluation of future events, new group/leisure bookings and in anticipation of possible staffing adjustments.
• Evaluate promotions and packages and determine compliance with the Gaming Control Board and county/city tax requirements.
• Prepare departmental budgets and evaluate/analyze monthly P&L statements for areas of correction and for future adjustments.
• Oversee the input of all bookings and inventory from Sales, Leisure Sales, Casino, and Entertainment and other departments as necessary
• Ensure the proper reporting of office productivity
• Interviewing, hiring, coaching and termination of team members.
• Attend and participate in meetings
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

• Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format.
• Cooperate with others in the accomplishment of joint tasks and common objectives.
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

• Minimum of 3 years’ call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.