Call Center/Front Desk Supervisor at Destination GN
Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center/Front Desk Supervisor, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center/Front Desk is located on the main floor of our Geneva Nationals sprawling Clubhouse, which overlooks three championship golf courses and the serene Lake Como. A second Front Desk is located at our 146-room hotel, Lodge Geneva National.
We are searching for a dedicated, supportive Front Desk Supervisor who can coach and motivate our Call Center/Front Desk (CCFD) Agents and Hospitality Interns as they receive calls from potential and future resort guests. The CCFD Supervisor will work directly with the Front Desk Manager and Director of Rooms to hire and train associates, ensuring that every agent is well prepared to respond to calls knowledgeably, professionally and to our guests' satisfaction. This role requires the continued support of CCFD Agents by monitoring their progress, ensuring that the team understands and meets expectations, and providing them with ongoing coaching opportunities and inspiration. Possessing strong customer service skills and a high level of flexibility, a successful CCFD Supervisor will be a vital resource and mentor to our Call Center/Front Desk Team.
Primary Responsibilities:
- Oversee Room Reservations, holding all staff members accountable to policies and standards.
- Maintain a high level of guest service through hiring, training, and developing an empowered team that can anticipate and react to guest needs.
- Demonstrate proficiency and train new staff on PMS systems (e.g., Versa, Kipsu, Open Table), opening & closing procedures, and guest service standards.
- Support Reservations staff with guest concerns/complaints, and handle guest concerns in accordance with company’s best practices.
- Communicate workflow, priorities, and needs daily to the Revenue Manager.
- Identify operation issues and suggest possible improvements to better the guest reservation experience.
- Ensure the fiscal goals of the CCFD team are met by minimizing rate discrepancies and maximizing room revenue through room upgrades and other incidentals.
- Ensure proper coverage levels and scheduling in the Call Center that will create an equilibrium balance between labor expense and phone coverage/hold time.
- Monitor OTAs and online bookings, ensuring all reservations are properly entered into the Property Management System.
- Help oversee the bookings of Stay and Play bookings.
- Work with the Golf and Food & Beverage teams to ensure all guests are given the best possible experience.
- Ensure all guests are being treated in an efficient and courteous manner.
- Ensure all reservations quality standards are complied with and that policies and procedures are consistently applied.
- Perform Hotel Room walks to ensure guest rooms do not have maintenance needs and are presented in a manner that meets/exceeds company standards.
- Maintain cleanliness and order of the office, file cabinets, Front Desk and outside areas of the Clubhouse.
- Prepare reports and analyze data to assist in determining call center goals. These reports will include, but are not limited to, revenue/occupancy reporting, housekeeping, and maintenance reports.
Supportive Functions:
- Assist in the daily maintenance of room inventory to achieve optimal levels or revenue while maintaining high levels of guest expectations.
- Perform other projects as requested while maintaining normal job priorities.
- Preparing reports and analyzing data to assist management with meeting preparation and goal setting.
- Attend necessary weekly, monthly, and quarterly meetings.
- Working with other departments within the resort, which could include assisting in Housekeeping, F&B, Golf, or Banquets.
Education/Experience:
- High School or equivalent education required. Bachelor’s Degree in Hospitality preferred.
- Three to four years’ experience in hospitality Front Office/Reservations. At least two years' supervisory experience preferred.
NOTE: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technology developments) dictate.
Destination Geneva National is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
