Reservations Supervisor
Sandusky, Ohio
Job Category: Hotel Operations
Req ID19450Overview:
Responsibilities:
Qualifications:
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As the Reservations Supervisor, you will be responsible for supervising all aspects of the Resort Call Center ensuring staff adherence to policies and procedures, while maximizing guest service and divisional revenue.
Responsibilities:
- Ensure daily supervisor responsibilities are completed each day
- Supervise the training of seasonal/part-time agents who book 5 Cedar Point properties
- Prepare agents to answer park information and operator line for Cedar Point
- Oversee the observation of agents' phone calls and online chats for training purposes
- Resolve escalated calls from guest with concerns or complaints
- Review concerns or complaints with the agent to ensure guests are receiving proper service and information
- Monitor daily staffing levels and make adjustments accordingly
- Supervise the daily operation of the call center which include up to 50 agents
- Act as liaison for hiring
- Assist with incoming phone calls or chats as needed
Qualifications:
- High School Diploma/GED
- 2-4 years of related experience in a leadership role
- Ability to prioritize tasks
- Calm demeanor with strong verbal and written communication
- Ability to work various shifts including nights, weekends and holidays
- Ability to train and motivate employees
- Strong time management skills
- Strong customer service skills
- Ability to effectively use Microsoft Office products such as Word and Excel
