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Reservations Supervisor

Sandusky, Ohio

Job Category: Hotel Operations

Req ID19450
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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.

  • 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

  • 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
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