Call Center Supervisor

Bally's Corporation; Biloxi (MS); On-site; USD 42,000 - 66,000; Full time

Job summary

Hard Rock Biloxi seeks a Reservations Lead Agent to oversee the reservations process and PBX operations, ensuring quick, courteous, and effective guest service. You will monitor room inventory, execute daily sell strategies, and support staff across scheduling, payroll, and communications.

This role emphasizes maintaining a professional image, high energy, and strong problem-solving skills to resolve guest issues and enhance satisfaction in a fast-paced hotel environment.

Qualifications

• Must project a professional and positive image.
• Highly energetic and capable of fast-paced work.
• Excellent written and verbal communication required.

Responsibilities

• Supervise reservations and PBX Agents to ensure courteous service.
• Manage daily reservations workflow and Synxis accuracy.
• Provide support in guest problem resolution and monitoring call queues.
• Lead shift operations and assist with scheduling, payroll, and breaks.
• Monitor room inventory, occupancy goals, and sell strategy execution.
• Brief staff on pertinent information and maintain grooming/uniform standards.
• Collaborate with departments to maximize guest satisfaction and revenue.

Skills

Professional image

High energy

Typing proficiency

Excellent communication

Customer service focus

Stand for long periods

Job description

Responsibilities

• Monitors day-today operations to ensure the department is meeting goals and objectives. Following policies and procedures and is providing services effectively and efficiently. Take corrective action as appropriate.


• Produces and maintain a \"kick ass\" work environment, one in which Hard Rockers thrive.


• Supervises the reservations process, ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.


• Executes the hotel's daily, weekly sell strategy.


• Reviews the inventory of rooms to maximize occupancy on day of.


• Monitors all internet channels and availability.


• Verify suites and handicap rooms are assigned daily.


• Input all 3rd party reservations.


• Provides support to Reservation/PBX staff in the guest problem resolution process.


• Monitors the number of calls in cue to minimize the number of abandoned calls.


• Monitors the current day's casino block on a consistent basis to ensure that the casino has ample number of rooms to accommodate players.


• Briefs staff on pertinent information.


• Assists with scheduling, coordinating breaks, and payroll.


• Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.


• Processes shift reports daily.


• Observes Agent performance providing timely & effective feedback.


• Ensures that Agents are maintaining a proper image in regard to grooming and uniform standards


• Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale and guest service.


• Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.


• Acknowledges high achieving Hard Rockers.


• Displays fair treatment with respect to disciplinary action and produce documentation as necessary.


• Resolves guest & Hard Rocker issues/disputes.


• Develops, implements, and participates in various committees addressing guest/Hard Rocker issues.


• Mentors Agents assisting in their professional development and growth.


• Produces performance appraisals for direct reporting Hard Rockers.


• Adheres to department and property policies and procedures.


• Supervises Reservation and PBX Agents.


• Verify reservations and cancellation in Synxis


• Completed MOD log and 5-day out availability report at the end of each shift.


• Assume same job description as Reservation Lead Agent and Agent.


• Assist Reservation Manager with all job duties within the department.


• Promotes safety awareness to minimize work related injuries.


• Process gift cards and credit card authorization forms.


• Maintains service sequence weekly and guest service initiative quarterly.


• Updates and maintains training manual as needed.


• Trains all new hires for the department.


• Upholds the Mission Statement - To spread the spirit of rock 'n roll by creating authentic experiences that rock.


• Represents Hard Rock Biloxi in the most positive manner with guests, co-workers, managers, and vendors.


• Lives by the Hard Rock Values!


• Enters and delivers guest wake-up calls, offers a follow-up wake-up call through Percipia


• Enters reservations via fax, email, and as per management.


• Disseminates information to guests about the property and local area.


• Sends and delivers guest faxes.


• Answers incoming phone calls, routing as needed.


• Maintains knowledge of property information & memorabilia.

Competencies

• Must project a professional and positive image.


• High energy level.


• Proficiency in typing.


• Excellent non-verbal communication skills - good posture, able to establish eye contact, and positive body language.


• Must project a professional and positive image.


• Ability to handle and carry out instructions.


• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.


• Must be able to maintain composure under stress in a fast-paced work environment.


• Must be able to stand for long periods of time.


• Basic reading and math skills.


• Ability to work a flexible schedule.


• Excellent interpersonal and communication skills.


• Must be able to communicate clearly and effectively with all Hard Rockers and guests.


• Ability to understand and promulgate written memos, instructions, regulations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review Know Your Rights notice from the Department of Labor.