Now Hiring - Spa Saint Louis - Travel Call Center Supervisor in Saint Louis, MO

This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

SUMMARY: Responsible for the day-to-day operations of the Reservations Sales Agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned by the Director of Sales and Marketing, Director of Revenue Manager, or General Manager.

Guest Services: 40%

• Maintain high level of guest retention
• Respond to all emails, Teams, phone calls and other request in a timely manner
• Field special guest requests, outlet reservations and communicate them to the proper department
  • As this pertains to Open Table, Vagaro, Empower, LightSpeed, and Navis.

Administrative Tasks: 60%

• Coordinate all reservation functions in an organized manner
• Create weekly schedule for the Call Center Team
• Review and set monthly incentives and team revenue goals
• Confirm team is reaching goals and adjusting as needed to keep pace
• Review Navis call recordings and set coaching goals with each member of the Call Center Team
• Confirm and train compliance for each member of the Call Center Team

• Keep you and your teams updated on trainings in Digital Learning Platform
• Send and/or make guest communication sheets as needed for outages, road closures, policy enforcements, or any other guest impacting information to the Call Center Team

REPORTING RELATIONSHIPS:

Reports to: Director of Revenue Manager

Directly Supervises: Call Center Team

QUALIFICATIONS/SKILLS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must be able to work with a team and independently
• Must have reliable transportation
• Ability to read and write in English
• Ability to read and comprehend instructions, short correspondence, and memos
• Ability to write correspondence
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees
• Must be able to pass a background check

DESIRED QUALIFICATIONS: High school diploma or equivalent with one year experience in a hotel or related organization.

PHYSICAL DEMANDS: While performing the duties of this job, the person must be able to remain in a stationary position. The person must be able to constantly operate a computer and telephone to communicate with potential guests.

WORK SCHEDULE: Work a full time, weekday, weekends, morning, and afternoon schedule or otherwise assigned by Director of Revenue Manager.