To oversee the call center. Responsible for a high level of guest service as described in your departments guest service standards.

RESPONSIBILITIES
- Hire, schedule, train, coach, evaluate staff, complete payroll and conduct performance reviews
- Direct daily work activities and inspect completed work for conformance to standards
- Develop, implement and ensure high standards of telephone etiquette and professionalism
- Handle guest questions, concerns, complaints and discrepancies
- Be knowledgeable about and provide guests with information regarding casinos events, general property amenities, and dinning / hotel reservations
- Adhere to yield management principles and decisions
- Assist staff with making reservations, accepting deposits and authorizing credit cards
- Maintain knowledge and proficiency on the day-to-day Call Center operations
- Provide support at guest events and promotions as requested

QUALIFICATIONS
Required
- High School Diploma/GED or equivalent experience
- 2 year supervisory experience with 5+ staff preferably in casino industry
- 2 years hospitality or customer service experience

Skills
Required:
- Accurate and detail-oriented
- Highly organized and ability to adapt quickly to changing priorities
- Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
- Excellent written, verbal and interpersonal communication skills
- General working knowledge of office equipment and practices
- Excellent problem solving skills