Resort Call Center Supervisor

Glenwood Hot Springs Resort; Glenwood Springs (CO); On-site; USD 32,000 - 35,000; Full time

Benefits offered by this job

Free pool pass

Job summary

Glenwood Hot Springs Resort in Glenwood Springs, CO, seeks a Call Center Supervisor to lead front desk and call center teams, ensuring outstanding guest satisfaction across shifts. The role includes acting as Hotel Manager on Duty when needed, coordinating with departments, and maintaining service standards.

Qualifications include a High School Diploma or equivalent, front desk or Call Center training, and multi-line phone system experience, with strong customer service and problem-solving

Qualifications

• High School Diploma or equivalent required.
• Formal management, front desk or Call Center training or equivalent skill and experience.
• Previous experience on multi-line phone systems.
• Previous experience with customer service or guest relations.
• Positive attitude with guest satisfaction as primary goal.
• Problem solving and decision-making skills.
• Computer skills (data entry and hospitality and Office applications).
• Detail oriented with the ability to enforce and follow company policy.

Responsibilities

• Lead, manage, train, and support all call center and front desk functions and staff.
• Act as Hotel Manager on Duty (MOD) when requested.
• Coordinate with Resort departments to achieve guest satisfaction goals.
• Intervene if other Lodge department employees are not performing their tasks properly.
• Report to the Resort Hotel Manager and Assistant Resort Hotel Manager.

Skills

Customer service

Guest relations

Problem solving

Communication

Team leadership

Education

High School Diploma or equivalent

Front desk / Call Center training or equivalent

Tools

Multi-line phone systems

Office software

Job description

Job Details

Job Location: Glenwood Springs, CO 81601

Salary Range: $23.50 - $25.50 Hourly

FULL TIME OPENING

All employees receive a FREE POOL PASS and other on-property discounts.

Full Time employees are eligible for additional benefits including medical, dental, vision and life insurance.

Starting at $23.50/hour

Primary Function

Provide excellent customer service to both internal and external guests to achieve guest satisfaction goals while working as a willing team player. Lead, manage, train, and support all call center and front desk functions and staff while working effectively with all Resort departments. Act as Hotel Manager on Duty (MOD), when requested.

Reporting and Accountability

The Call Center Supervisor reports directly, and is accountable to, the Resort Hotel Manager and Assistant Resort Hotel Manager.

Authority

The Call Center Supervisor has the support and authority necessary to carry out the responsibilities and tasks described in this job description and to act on behalf of the Resort Hotel Manager or Assistant Resort Hotel Manager to intervene if other Lodge department employees are not performing their tasks properly.

Physical Requirements

• Adequate physical agility to perform the physical tasks required to operate the lodge front desk.
• Ability to lift, push, pull and carry up to 30 pounds
• Ability to communicate effectively verbally and in writing and read and follow instructions
• Ability to stand for entire shifts outside of breaks.

Educational Requirements

• High School Diploma or equivalent required
• Formal management, front desk or Call Center training or equivalent skill and experience

Other Requirements

• Previous experience on multi-line phone systems
• Previous experience with customer service or guest relations
• Positive attitude with guest satisfaction as primary goal
• Problem solving and decision-making skills
• Computer skills (data entry and hospitality and Office applications)
• Detail oriented with the ability to enforce and follow company policy

Work Hours and Days

The Call Center Supervisor’s hours and days are variable and must be adaptable to seasonal and other variations. The Lodge is a 24 hour a day 7 day a week operation and Supervisor must be available to work any of those varying hours and shifts, including, but limited to Saturday and Sundays on a permanent basis. Evenings, overnight shifts and holidays and business need and staffing levels dictate.

Please note: This is not an exhaustive list of the job duties. The complete job description will be supplied upon request.

Glenwood Hot Springs Resort is a drug free workplace.