CENTRAL SERVICES SUPERVISOR

Chukchansi Gold - Resort & Casino; Coarsegold (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401K with employer match

Life insurance

Meals

Paid time off

Reduced hours

Discounts: Costco memberships

Discounts: Monterey Bay Aquarium

Discounts: Six Flags

Discounts: Verizon Wireless

Discounts: Chukchansi Park

Job summary

Chukchansi Gold Resort & Casino in California seeks a seasoned supervisor to run the PBX and Reservation System, ensuring calls are answered promptly and accurate information is provided to guests.

You will supervise Central Services Representatives and Leads, forecast staffing, manage room inventory and bookings, and support hotel marketing and yield efforts. Strong communication, organization, and experience with call center or hotel reservation systems are essential.

Qualifications

• High School diploma or GED required.
• Experience with LMS and NEC preferred.
• Experience with call center equipment and hotel reservation systems required.
• 1-3 years in a call center or hotel reservations with supervisory experience preferred.

Responsibilities

• Interacts with the public and team members.
• Provides excellent guest service at all times.
• Maintains staffing levels in Central Services.
• Supervises Central Services Representatives and Leads.
• Manages daily Central Services operations including reservations, calls, and messages.
• Forecasts, prices rooms, and controls inventory for casino, transient, bus and group blocks.
• Supports Director of Hotel with marketing plans and yield management.
• Coordinates bookings between departments and reviews reports for occupancy and revenue.

Skills

Excellent communication

Clear speaking voice

Interpersonal skills

Organizational skills

Attention to detail

Technical aptitude

Education

High School diploma or GED

Tools

LMS

NEC

Call center equipment

Hotel reservation systems

Job description

To hire the very best team members, Chukchansi Gold understands we have to make the very best offer. In addition to our competitive wages and employee perks, Chukchansi Gold team members receive $43,000-$58,000 in benefits alone, including medical, vision, 401K with employer match and immediate vesting, life insurance, meals, reduced workday hours, paid time off and more. Join the team at Chukchansi Gold and enjoy the best benefits package in the Valley! Chukchansi Gold team members enjoy unrivaled perks. You’ll also receive free and discounted meals in the Team Dining Room, paid time off, holidays gifts and raffles. Additionally, discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless and Chukchansi Park. Voted the Valley’s No. 1 best local employer, Chukchansi Gold Resort & Casino is California’s premier integrated resort offering lively gaming, world-class entertainment and luxurious accommodations, welcoming thousands of guests each year.

Job Description

SUMMARY: Responsible for the successful overall management of the PBX and Reservation System to ensure that phone calls are answered and connected in a timely manner and that accurate general information is available and offered to callers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Interacts effectively with the public and Team Members.
• Performs excellent guest service at all times.
• Upholds company and departmental Core Standards.
• Maintains appropriate staffing levels in Central Services.
• Supervises the activities of all Central Services Representatives (CSRs) and Leads to ensure prompt, efficient service is given in making reservations for hotel rooms and casino events, receiving and distributing calls, paging and providing messages.
• Manages daily operations of Central Services through forecasting, room pricing and inventory control, including casino, transient, bus and group blocks.
• Assists the Director of Hotel with strategic marketing plans and yield management by monitoring and reporting on room occupancy and revenues.
• Coordinates and reviews all bookings between reservations, Tour and Travel, Catering and Casino.
• Monitors and assesses all lost business reports and dropped call reports to ensure maximum productivity and optimum occupancy and revenue capture.
• Develops and maintains all departmental policies and procedures and training programs in regards to LMS, NEC and any other equipment or software utilized in Central Services.
• Updates telephone directory and informational folders for the CSRs as needed and maintains current internal phone directories in coordination with IT.
• Trains and directs CSRs in proper emergency procedures and supervises the CSRs to ensure they are administered in a calm, equitable manner.
• Assists with phone repairs, ordering of equipment, moves and changes as necessary.
• Assures that all equipment functions properly and advises CSRs with any technical problems with system on property.
• Facilitates the flow of information by organizing and presiding over regularly scheduled meetings with all CSRs.
• Ensures a high degree of accuracy and thoroughness of all hotel related records and reports. These records and reports may include package components such as ECash.
• Maintains a consistent, regular attendance record.
• Performs any reasonable request made by management.
• May be used as an usher as needed by management for events.

SUPERVISORY RESPONSIBILITYS

• Directly supervises the activities of the Central Services Representatives and Leads.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; forecasting, tacking, reporting and analyzing rates, blocks and expenses; appraising performance; rewarding and disciplining Team members; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

• High School diploma or GED required.
• LMS and NEC experience preferred.
• Experience with or knowledge of call center equipment and hotel reservation systems is required.
• One to three years experience in a call center and/or hotel reservations department with progressive supervisory experience preferred.

SPECIAL QUALIFICATIONS

• Must possess excellent communication skills and a clear speaking voice.
• Strong interpersonal skills are required.
• Must have good organization skills and an energetic personality.
• Ability to operate a computer, switchboard console, typewriter, paging system, beepers, radios, copy and fax machines.
• Must be capable of attending to many items and details simultaneously with accuracy.
• Must be able to work flexible hours which include nights, weekends and holidays.

LANGUAGE SKILLS

Ability to read, analyze, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively through paging system as well as in one-on-one situations with guests and Team Members. Knowledge of the Spanish language helpful.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables.

PHYSICAL DEMANDS

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. While performing the duties of this job, the Team Member is regularly required to talk of hear. The Team Member is also regularly required to sit; and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to stand or walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. When on the casino floor, the Team Member will be exposed to a smoke-filled environment. Nestled near the awe-inspiring Yosemite National Park, Chukchansi Gold Resort & Casino invites guests to experience the natural beauty of the Sierra foothills while enjoying world-class gaming, dining and entertainment. Whether guests are drawn to the latest slot machines or fast-paced table games, seeking casual or upscale dining options, or looking for luxurious accommodations and thrilling energy, Chukchansi offers the ultimate California destination for a delightful and unforgettable getaway.

WHERE WORK MEETS PLAY!

We're seeking individuals who embody teamwork, exude positivity, thrive in social settings and enjoy brightening others' days. Does this sound like you? If so, we look forward to hearing from you!