Call Center Supervisor

POSITION SUMMARY
The Reservations Supervisor is primarily responsible for overseeing the day to day operations of the Reservations Department, ensuring that agents are following procedures and providing first rate service by effectively taking reservations and communicating guest inquiries accurately in a friendly and courteous manner; demonstrating patience, empathy, adaptability, consistency, clear communication, and knowledge necessary; have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. This position may be required to work nights, weekends and holidays.

Call Center Perks:

• Full time employees receive $250 monthly commuter bonus 
• Part time employees receive $150 monthly commuter bonus
• Two meals provided to Call Center Team Daily
• Flexible scheduling options to accommodate work-life balance

Shifts available: 

Thursday through Monday

• 5:00pm to 1:00am
• 3:00pm to 11:00pm
• 2:00pm to 10:00pm

SUPERVISOR RESPONSIBILITIES
o Oversee Reservation Agents
o Monitors and evaluates phone calls and emails ensuring agents are following TOG standard procedures
o Weekly full venue checks using OpenTable to ensure agents are following procedures and monitor overbooking/ irregular patterns
o Assign daily tasks and ensure they are done. Assign additional tasks as they arise
o Review opening and closing check lists
o Review coyle reports, address any concerns and acknowledge accomplishments
o Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
o Maintain accurate employee records pertaining to development and counseling
o Ensures all updates/revisions are communicated properly to staff
o Attend and facilitate meetings

Reservationist Duties
o Answering phones and emails when volume picks up or understaffed
o Sending reports to management
o Handles any difficult guests for reservationists
o Works with management to remediate any issues
o Follows up with guest recovery options

OpenTable Management
 Changing existing shifts/creating new ones
 Closing days for Buyouts
 Manage all updates i.e. Shift Notes, Bulletin Boards, Directions, Restaurant Info, Holidays

Customer Service and Problem Solving
 Quick thinker and able to step in and assist. Able to get to the bottom of an issue quickly to find a resolution that will satisfy the guest
 Able to remain gracious, apologetic and pleasant to ensure a positive guest experience
 Always ready to provide superior customer service at all times.
 Knows the details of each property and is prepared to answer any difficult questions that may arise.
 Anticipate guests needs, respond promptly however busy with their own workload

Department SOP’s
 Create and update manual, forms, related SOP’s, email templates
 Creates worksheets for tracking information

TRAINING
Train reservationists, hosts, managers and DOP’s standard TOG Policy including but not limited to:
o Verbiage
o Reservation recommendations
o Good customer service
o Guest complaints
o Shortel Phone use
o OpenTable use

SIDEWORK & REPORTING
 Oversee Gift Cards: Purchasing, Processing, Audit
 Marketing: WDYHAU Tracking, Review Marketing Reports, Assign Comment Card Entries, Guest Report Exports, Concierge Reports
 Side Projects for DOP’s & Management: Comp sets, Printing training manuals, Data entry, Menu preparation, Worksheet creation/ editing
 Reports: Oversee queue reports, Phone & Email Monitoring Reports, Email Tracking Reports, Phone Report, Development Reports
 ASSIST CENTRAL RESERVATIONS DIRECTOR WHEN NEEDED

The company offer the following Insurance benefits to all full time and variable benefit eligible employees (waiting period applies)

• Medical
• Dental
• Vision
• Group Life and Disability
• Group Accident Insurance
• Group Hospital Indemnity Insurance
• Group Critical Illness Insurance

The company offer the following benefits to all employees regardless of position or status

• Employee Assistance Program (EAP)
• Dependent Care Benefit
• Employee Dining Discounts and/or complementary meals onsite
• Traditional and Roth 401K Plan
• Commuter Benefits 
• Paid Time Off