Resort Call Center Supervisor

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

Benefits offered by this job

Free pool pass

Medical, dental, vision, life ins.

On-property discounts

Job summary

Glenwood Hot Springs in Glenwood Springs, CO is seeking a Call Center Supervisor to lead the front desk and call center teams, ensuring outstanding guest service.

You will act as Hotel Manager on Duty when requested and collaborate with Resort departments, while managing shifts, training staff, and maintaining policy compliance.

Starting salary is $23.50 per hour with full-time benefits including medical, dental, vision, life insurance and a free pool pass.

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.
• Customer service or guest relations experience required.
• Ability to lead and train staff.

Responsibilities

• Lead and supervise all call center and front desk functions and staff.
• Coordinate with Resort departments to ensure guest satisfaction.
• Act as Hotel Manager on Duty when requested.
• Develop and maintain staff training and performance.
• Maintain professional guest relations and problem solving.

Skills

Customer service

Team leadership

Call center experience

Front desk operations

Communication skills

Problem solving

Office software

Education

High School Diploma

Call Center/Front Desk training

Tools

Multi-line phone systems

Office applications

Data entry

Job description

Job DetailsJob Location: Glenwood Springs, CO 81601Salary Range: $23.50 - $25.50 HourlyFULL 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.