Reservations Center Supervisor - Guest Service Leader

Cedar Point; Avon (OH); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Discounts on park benefits

Complimentary park entries for family

Full-time employee events and gatherin

3 weeks paid vacation

Job summary

Cedar Point in Ohio is seeking a Supervisor of the Reservations Call Center to oversee all aspects of the center, ensure policy compliance, and maximize guest satisfaction and revenue.

The role requires leading training for seasonal and part-time agents across multiple properties, monitoring calls and chats, handling escalations, and coordinating staffing to meet call volume, with shifts including nights, weekends, and holidays.

Qualifications

• High school diploma/GED required.
• Bachelor's Degree in related field preferred.
• 2-4 years of related work experience required.
• Ability to work and concentrate in a fast paced environment and effectively use Microsoft Office products.
• Ability to prioritize tasks and work on multiple projects; calm demeanor with strong verbal and written communication skills.
• Ability to work nights, weekends and holiday periods to meet business needs.

Responsibilities

• Ensure daily supervisor checklist tasks are completed each day including daily stats, arrivals, cancellations, transfers, refunds, night audits when necessary, no shows, daily revenue/room forecast, entering third party reservations, respond to guest emails, and other duties as needed.
• Supervise the training of seasonal/part time reservation agents on booking Cedar Point properties and related lines; prepare agents to answer park information lines.
• Oversee observation of reservation agent phone calls and online chats for training purposes to ensure proper guest service and etiquette.
• Resolve and supervise calls from guests with concerns and complaints; review concerns with agents to ensure proper information and service.
• Monitor daily staffing levels and adjust based on phone volume.
• Supervise daily operation of call center, adjusting agent responsibilities and skill sets in real time.
• Liaison for hiring.
• Assist with incoming phone calls and online chats as needed.

Skills

Leadership

Customer service

Communication

Staff supervision

Education

High School Diploma or GED

Bachelor's Degree in related field preferred

Tools

Microsoft Office

Job description

Cedar Point in Ohio is seeking a Supervisor of the Reservations Call Center to oversee all aspects of the center, ensure policy compliance, and maximize guest satisfaction and revenue.

The role requires leading training for seasonal and part-time agents across multiple properties, monitoring calls and chats, handling escalations, and coordinating staffing to meet call volume, with shifts including nights, weekends, and holidays.