Call Center Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
•    Maintains current knowledge and familiarity with all hotel services, features, and local attractions to respond to guest inquiries.
•    Assists groups with booking/housing needs in adherence to established policies and procedures.
•    Manages group blocks, ensuring all room/suite inventory allocation and guidelines are monitored and adhered to in accordance with established policies and procedures
o    Report assignment issues to supervisor/manager
o    Assign room numbers as needed
o    Balance inventory as needed
o    Group cutoff dates
o    Group pick up reporting
•    Provides additional operation information to the Call Center and Front Operations, gathered from Sales/Convention Service Managers, group contacts, and meeting planners.
•    Promote a friendly, supportive environment in which team members are encouraged to solve problems and address guest issues.
•    Reviews sales contracts for any clauses or special requests outside of established departmental parameters, communicating all pertinent information directly impacting management of the group and/or hotel revenue.
•    Attends group pre-conference meetings and pre-planning meetings with clients and property management when requested.
•    Expected to streamline departmental operations through continuous assessment of policies and procedures.
•    Participate in special project activities and support teams by providing ad hoc information and reports.
•    Assist the Revenue Management and Call Center team with tasks and projects as needed.
•    Assist with daily preparation of all managerial reports used for tracking and analysis.
•    Work with internal and external guests which includes contact with various departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
•    Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES
•    Communicate effectively with meeting planners, group clients and guests associated with a group.
•    Ability of complex reading, writing, math, and task completion skills is required.
•    Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
•    Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
•    Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE
•    Minimum 2 years Hotel Reservations/Hotel Operations experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS
•    While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
•    Must be able to lift/carry 10lbs or less occasionally.
•    The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
•    Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
•    The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
•    Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
•    The noise level in the work environment is usually moderate.
•    Team Member may be exposed to secondhand smoke. 
•    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.