Lead Supervisor Casino Services

Specific Job Functions:

• Support the Casino Services and Contact Center Agents in all aspects; resolve all agent/guest questions, answer telephones if calls are in queue.
• Ensure customer service standards meet and exceed guest expectations.
• Daily pre-shift and clocking agents in and out.
• Track all attendance, i.e. sick calls, early outs, tardiness, lunches and overtime.
• Extensive collaboration with property management to troubleshoot and resolve issues that arise during live service.
• Promote a positive and energetic image with regard to the changing business practices related to the Call Center.
• Effectively communicate with team members in a group and one on one setting.
• Effectively motivate employees through positive re-enforcement.
• Effectively coach, train and mentor coordinators.
• Manage Full Time Equivalents (FTE’s) in accordance to department standards.
• Analyze and forecast call volume and adjust staff levels throughout the day by comparing call volume from the day or week prior to monitor whether the call volume is up or down and, based on the outcome, determine whether they will honor early out requests
• Prepare and review morning reports for Operations meeting including forecast versus actual reports to report occupancy and revenue, phone reports to evaluate call volume and conversion percentage, and room and suite counts to monitor inventory and rate
• Update and review hourly room counts and assist with rate adjustments
• Assist with maintaining the website administrative system with hotel promotions for transient reservations and convention groups booked online
• Communicate effectively with Front Desk, Casino Marketing, Sales and Services regarding groups and blocks to advise of large cancellations or if groups are not picking up all rooms contracted
• Ensure department business is carried out in an efficient and professional manner consistent with the strategic plan and vision for the department, division and property and the company brand attributes.
• Maintain confidentiality of department affairs.
• Perform all duties deemed necessary for the success of the department.

Qualifications:

• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to work on multiple projects.
• Must possess the ability to multi-task and perform under extreme pressure.
• Technically proficient with computer skills in Microsoft Office Products, Word, Excel and the internet.
• Ability to learn multiple new systems and assist with training programs.
• At least 2 years of supervisory experience in call center, room reservations, casino marketing or front desk preferred.
• Ability to obtain Nevada Gaming Control Board Gaming employee registration card.
• High school diploma to GED required.
• Bilingual preferred.