Supervisor, Reservations Contact Center

Cedar Point; Norwalk (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

3 weeks paid vacation

Paid sick time

Medical coverage options

401K match

Free entry to all parks and waterparks

Discounts on food and merchandise

Complimentary tickets for friends and

Full-time employee events and Gather

Job summary

Cedar Point is seeking a Supervisor of the Reservations Call Center in Ohio to oversee daily operations, staffing, and guest service across multiple properties. You will supervise staff adherence to policies, manage training for seasonal agents, and respond to guest inquiries on calls and chats.

The role emphasizes maintaining high service standards, coordinating with hiring, and ensuring smooth operation during varied shifts, including nights, weekends, and holidays.

Qualifications

• High school diploma or GED required.
• Bachelor's degree in related field preferred.
• 2–4 years of related work experience required.
• Ability to work in a fast paced environment and effectively use Microsoft Office products.
• Strong verbal and written communication skills.
• Ability to pass a mandatory drug test per Company policy and background check per policy.

Responsibilities

• Supervise daily supervisor checklist tasks including daily stats, arrivals, cancellations, transfers, refunds, night audits when necessary, no shows, daily revenue/room forecast, and third party reservations.
• Train seasonal/part-time reservation agents on booking Cedar Point properties and related parks, preparing agents for information lines and PBX duties.
• Observe reservation agent calls and chats to ensure proper guest service etiquette.
• Resolve and supervise guest concerns and complaints with agents to ensure accurate information and service.
• Monitor daily staffing levels and adjust for phone volume.
• Oversee daily call center operations and reallocate agent responsibilities and skills as needed.
• Liaise for hiring and assist with incoming calls and chats as needed.

Skills

Verbal communication

Written communication

Organizational skills

Multitasking

Microsoft Office

Education

High school diploma/GED

Bachelor's degree in related field (preferred)

Tools

Microsoft Office

Job description

Shift/Schedule Requirements: Ability to work various shifts and days including nights, weekends and holiday periods to meet business needs.

As the Supervisor of the Reservations Call Center, you will be responsible for supervising all aspects of the call center, ensuring staff adherence to policies and procedures while maximizing guest service and divisional revenue.

Overview

Job Status: Full-time, year-round

Position Level: Entry to Mid-Level

Shift/Schedule Requirements: Ability to work various shifts and days including nights, weekends and holiday periods to meet business needs.

Benefits

• 3 weeks paid vacation, which increases with seniority
• Paid sick time
• Several medical coverage options to fit your needs best
• 401K match
• FREE entry to all of our parks and water parks

Perks

• Discounts on food and merchandise at all of our parks
• Complimentary tickets for friends and family
• Full-time employee events and gatherings

R esponsibilities

• Ensure daily supervisor checklist tasks are completed each day which include but are not limited to 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 5 Cedar Point properties, World's of Fun Village, King's Dominion KOA, and Carowinds' Camp Wilderness. In addition, prepares agents to answer the park information line and PBX line for Cedar Point.
• Oversee observation of reservation agent phone calls and online chats for training purposes to ensure agents are using proper guest service and proper etiquette.
• Resolve and supervise calls from guests with concerns and complaints. Reviews guests concerns with reservation agents involved to ensure guests are receiving proper information and service.
• Monitor daily staffing levels making adjustments when necessary based on phone volume for the day.
• Supervise daily operation of call center, making adjustments to agent responsibilities and skillsets in real time.
• Liaison for hiring.
• Assist with incoming phone calls and online chats as needed.

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. 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 at any given time. Calm demeanor with strong verbal and written communication sills.
• Ability to work nights, weekends and holiday periods to meet business needs.
• Ability to pass a mandatory (or random) drug test, per Company policy, unless prohibited by state or provincial law.
• Ability to pass a background check, if 18 years of age or older, which may include, but is not limited to, credit, criminal, DMV, previous employment, education and personal references, per Company policy, unless prohibited by federal, state, or provincial law.