Hotel Reservations Call Center Supervisor

The ancestors of the Sycuan Band of the Kumeyaay Nation existed many centuries ago as a community of people…a Tribe living together, farming, hunting and fishing to survive.

Much has changed since that time. Today the Sycuan Tribe governs its Reservation, owns and operates a Casino and a Golf Resort, and owns a number of other business ventures in the San Diego Region.

One attribute that remains unchanged, however, is Sycuan's sense of community. Sycuan is more than just a business. Sycuan is a community of people working together toward a common goal. Whether you work in our state-of-the-art Casino, our beautiful Resort, or become a staff member in our Tribal Government division, you will be part of the Sycuan family.

Job Purpose :

Position is responsible for training and managing the Resort Experience Representatives, by planning, assigning, and directing work; rewarding, disciplining, and appraising team members; and addressing complaints and resolving problems.

Job Duties and Responsibilities :

(Note : Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

• Maintains efficiency of resort experience activities by communicating pertinent department information to staff, monitoring delivery and quality of service provided, correcting out of compliance behaviors, and assisting with the implementation of departmental policies and procedures.
• Develops Experience Representativesby communicating efficiently to foster Experience Specialists that are fully informed of all new information related to products, procedures, and guest needs.
• Monitors performance of Experience Representatives to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets.
• Monitors calls to observe team members demeanor, technical accuracy, and conformity to company policies.
• Maintains system accuracy and ensures all departmental processes and procedures are adhered to and completed.
• Communicates efficiently and effectively with other departments, casino management, and hotel front office to ensure guest satisfaction and guest safety at all times.
• Maintains a professional department image by consistently communicating and presenting information in a professional manner in team member and business interactions, securing confidential and sensitive departmental and guest data
• Delivers Service Recovery to guests based upon management approved guidelines.
• Provides support to the Resort Experience Representatives by completing duties as needed or assigned or in their absence.
• Assists the department by completing other duties as assigned.

Job Specifications :

Education and Experience :

Essential :

Desirable :

Skills and Knowledge :

Essential :

Desirable :

Supervisory / Managerial Accountability :

Direct : Resort Experience Representatives

Indirect : None

If you enjoy being part of a community dedicated to creating a memorable guest experience, we invite you to explore career opportunities with Sycuan and join our winning team!

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