Manager of Call Center VIP Support – Full Time (Horseshoe LV) | Caesers

Job Description

Responsibilities/Purpose

The Group Reservations Manager is responsible for the day-to-day management of the Group Reservations Supervisors, Representatives, Auditors and CCSL Representatives. The Group Reservations Manager will ensure customer interactions are handled in a helpful, friendly, upbeat, and professional manner.  The Group Reservations Manager will coach and develop the Supervisors to help them improve the team’s performance and development.  The Manager oversees the department’s measurable objectives, productivity and will be sure the team has the tools to effectively manage the hotel accommodations for Caesars Entertainment’s convention business. The Group Reservations Manager will provide direction and guidance to ensure consistent achievement of key performance metrics. 

In addition to these above responsibilities, it includes collaborating with key leaders, to implement and execute new initiatives supporting the success and profitability of Caesars Entertainment and all its entities.

Job Functions:

• Builds and leads a high-performing team of Group Reservations Supervisors, Representatives, Auditors and CCSL Representatives, with a goal of achieving and exceeding key departmental measures. 
• Acts as a liaison between the Group Reservations Department and senior management, the properties, other departments, and markets; expertly sharing company, departmental and industry knowledge.
• Identifies and creates solutions to departmental issues and participates in projects/process improvement initiatives to improve the operating quality and efficiency of the department.
• Oversees proper training of new team members, maintaining departmental training material, preparing, and presenting new procedures to existing team members and tracking the completion of annual refresher training modules. 
• Ensures that the Group Reservations Supervisors are given the tools to assist team members in answering all interactions efficiently, accurately, and professionally as they assist internal and external customers.
• Exercises sound judgment in decision making skills, adheres to all departmental and company policies. Ensures the understanding and compliance of team members regarding departmental and company policies/procedures. 
• Assists team in resolving complex or atypical operational challenges. Takes initiative for the greater good of guests and team members by demonstrating a willingness to help guests or team members, resolving issues and by reporting potential issues to senior management if necessary. 
• Provides courteous and professional guidance to the Group Reservations Team, ensuring they are provided feedback on their performance and areas of improvement, so department standards are met or exceeded. 
• Creates extraordinary experiences for internal and external guests. Uses knowledge acquired in one-on-one meetings and candid discussions to mentor and support the team in career development.
• Establishes, measures, documents, reports, and communicates data based on representative/supervisor/department performance and progress towards goal attainment. 
• Contributes to customer retention and continuously increases customer loyalty levels through advanced problem resolution, customer interaction escalation handling and mentoring supervisors to be well informed, courteous, warm, gracious, and helpful. 
• Rewards and recognizes team via implemented incentives programs to foster employee engagement, elevate productivity performance, and achieve service goals. 
• Interview and hire staff, and other Human Resources related tasks.
• Always displays positive role-model behavior, enthusiastically inspires grown-ups to play and contributes to employee retention.  Takes pride in doing the right thing for our guests and team members.

Essential Requirements:

                       Education: 

• High school diploma or equivalent required

Experience:     

• Three (3) years supervisor experience, three (3) years reservations/contact center/convention environment or three (3) years’ service-oriented job experience

Abilities: 

• Must be able to type
• Must be 21 years of age or older
• Must be able to obtain or have a valid Gaming Sheriff’s Card. 
• Able to work independently as well as with a team and take initiative, with minimal supervision.
• Able to demonstrate leadership to a large, diverse team.
• Highly motivated, proactive individual and independent thinker.
• Must be able to work in a union environment. 
• Team building: must be able to develop, motivate and inspire the team to achieve desired results. 
• Strong knowledge of customer service processes and techniques are vital. Must have the ability to handle and resolve escalated customer interactions and ensure customer satisfaction while maintaining good customer relationships.
• Problem solving; exercises good judgment when analyzing and solving problems, pays attention to details. 
• Can handle multiple tasks in a high volume, high stress, and fast-paced environment while meeting deadlines.
• Excellent listening and interpersonal skills.     
• Demonstrates a friendly, upbeat, and positive disposition.
• Must present a well-groomed professional appearance.     
• Excellent written and verbal communication skills are required. 
• Ability to read, write, speak, and understand English.
• Travel if needed to Caesars Entertainment properties and vendors
• Must be able to maintain a flexible working schedule based on business demands as well as being dependable and punctual.

Desired Skills:

• Intermediate level of knowledge of Microsoft Office programs (Outlook, Excel, PowerPoint, and Word)
• Thorough knowledge of LMS, Passkey, Delphi Amadeus, and SalesForce.
• Thorough knowledge of the processes and guidelines for Group Reservations, and the Las Vegas Contact Center. 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.  Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.