Evening Teleservices Supervisor, Guest Services

Wind Creek Hospitality; Atmore (AL); On-site; USD 55,000 - 85,000; Full time

Job summary

Wind Creek Hospitality is seeking a Teleservices Supervisor to oversee guest services operations, ensure policy compliance, and lead a team of teleservices agents. You will manage scheduling, training, and performance, while maintaining service levels and guest satisfaction across Wind Creek properties.

The role requires a related associate degree, 21+ age, and 2+ years of supervisory experience within hospitality or a Wind Creek department. Expect irregular hours including nights and weekends.

Qualifications

• Associate's Degree in Related field is required.
• Must be 21 years or older at start date.
• HS diploma or GED required (or in GED program within 6 months).
• Two years of supervisory experience required.
• Two years of experience in a Wind Creek Hospitality Department or related hiring role required.
• Two years of experience with reservations/scheduling/ordering software required.
• Three years of customer service/hospitality experience required.
• Proficiency with typing 25 WPM and MS Office with minimum scores will be tested.

Responsibilities

• Oversee day-to-day operations of Guest Services.
• Maintain understanding of Direct Mail offers, Promotions, and Casino Rewards Programs.
• Communicate with leadership to research guest disputes and policy questions.
• Supervise Teleservice Agents for policy compliance and service quality.
• Provide guidance to managers/directors with guest interactions and policies.
• Conduct training and distribute information to staff; coach and discipline when needed.
• Assist in staff scheduling, PTO approvals, and employee evaluations.
• Input schedules into Attendance Enterprise and maintain agent scheduling.
• Monitor team morale and department cleanliness; identify improvement opportunities.

Skills

Customer service

Communication

Leadership

Multitasking

Problem solving

Typing 25 WPM

Microsoft Office

Education

Associate's Degree in Related field

Tools

Attendance Enterprise

CMP

HotSOS

Opera

OpenTable

SpaSoft

Job description

Wind Creek Hospitality is seeking a Teleservices Supervisor to oversee guest services operations, ensure policy compliance, and lead a team of teleservices agents. You will manage scheduling, training, and performance, while maintaining service levels and guest satisfaction across Wind Creek properties.

The role requires a related associate degree, 21+ age, and 2+ years of supervisory experience within hospitality or a Wind Creek department. Expect irregular hours including nights and weekends.