Evening Teleservices Supervisor - Guest Services

Wind Creek; Atmore (AL); On-site; USD 25,000 - 39,000; Full time

Job summary

Wind Creek Hospitality is hiring a Teleservices Supervisor to oversee day-to-day Guest Services operations and ensure adherence to SOPs, guest standards, and compliance. The role focuses on talk/wrap times, service levels, and data integrity, with emphasis on analytics and effective guest communication.

The ideal candidate will have 2+ years of supervisory experience in hospitality, strong problem-solving and communication skills, and the ability to work nights and weekends.

Qualifications

• Associates degree required
• 21+ years of age or older
• Two years supervisory experience required
• Two years in Wind Creek Hospitality Department or related role preferred
• Two years’ experience with reservations/scheduling software required
• Three years of customer service/hospitality experience required
• Willing to work irregular hours, including nights, weekends and holidays
• Must have Tribal Gaming License or ability to obtain one
• Must pass typing test at 25 WPM and pass Office skills test at 70%

Responsibilities

• Oversees day-to-day operations of Guest Services
• Maintains understanding of Direct Mail offers, promotions, and casino rewards programs
• Communicates with leadership to handle guest disputes and policy questions
• Supervises teleservice agents to ensure policy compliance
• Provides training and feedback to staff
• Schedules staff and approves/denies PTO, conducts evaluations
• Manages agent scheduling in Attendance Enterprise and other systems
• Escalates issues to leadership and researches guest issues across systems

Skills

Supervisory experience

Customer service

Microsoft Office

Typing 25 WPM

Communication skills

Problem solving

Travel readiness

Driver's license

Tribal Gaming License readiness

Education

Associate’s Degree in related field

High School diploma or GED

GED completion within 6 months

Tools

Attendance Enterprise

CMP

HotSOS

Opera

OpenTable

SpaSoft

Job description

Wind Creek Hospitality is hiring a Teleservices Supervisor to oversee day-to-day Guest Services operations and ensure adherence to SOPs, guest standards, and compliance. The role focuses on talk/wrap times, service levels, and data integrity, with emphasis on analytics and effective guest communication.

The ideal candidate will have 2+ years of supervisory experience in hospitality, strong problem-solving and communication skills, and the ability to work nights and weekends.