Evening Teleservices Lead — Guest Services

Wind Creek Hospitality; Montgomery (AL); On-site; USD 50,000 - 65,000; Full time

Job summary

Wind Creek Hospitality seeks a Teleservices Supervisor to manage daily Guest Services operations and supervise Teleservices Agents. You will ensure adherence to SOPs, quality targets, and guest satisfaction while handling escalations and coaching staff.

The role requires strong communication and analytical skills, plus experience with scheduling systems and casino platforms. Expect night shifts, weekend hours, and travel as needed.

Qualifications

• Associate’s Degree in a related field is required.
• Two years of supervisory experience is required.
• Three years of customer service/hospitality experience is required.
• Must be able to work nights, weekends and holidays.

Responsibilities

• Oversee day-to-day operations of Guest Services.
• Ensure compliance with policies, SOPs and guest standards.
• Research guest disputes and provide guidance on policies.
• Schedule staff and approve PTO requests; coach staff as needed.
• Enter schedules in Attendance Enterprise and monitor morale.
• Communicate results to management and escalate issues.

Skills

Analytical skills

Communication

Guest service

Detail oriented

Self-motivated

Typing 25 WPM

Microsoft Outlook

Microsoft Word

Education

Associate’s Degree in Related field

Tools

Attendance Enterprise

CMP

HotSOS

Opera

OpenTable

SpaSoft

Job description

Wind Creek Hospitality seeks a Teleservices Supervisor to manage daily Guest Services operations and supervise Teleservices Agents. You will ensure adherence to SOPs, quality targets, and guest satisfaction while handling escalations and coaching staff.

The role requires strong communication and analytical skills, plus experience with scheduling systems and casino platforms. Expect night shifts, weekend hours, and travel as needed.