Call Center Shift Manager

Department: TUL Call Center Property: River Spirit Casino Resort Location: Tulsa, OK, US, 74137 Full-Time/Part-Time: Full Time Summary: Direct, organize, coordinate, and oversee Call Center responsibilities on assigned Shift, including but not limited to responsibilities to: monitor and manage calls for group sales, hotel reservations, special and other events, training staff to promptly and accurately respond to guest or call inquiries, supporting the hotel’s continuing effort to deliver outstanding guest service Responsibilities: 1. Manage the call center department and participate in and facilitate meetings or training sessions 2. Monitor incoming call center communications and escalate issues or provide information to immediate Supervisor for resolution, as necessary 3. Ensure transfer of calls to appropriate Casino departments, including Front Desk, ensuring information regarding reservations, special events and other information is relayed in accurate manner with courtesy and timeliness 4. Promote positive guest relations, maintaining working knowledge of MNGE facilities, current and upcoming special events, in order to advise guests of same 5. Monitor and manage log of phone calls/problems (guest and associate) and reports any situations which need attention to the appropriate department and/or individual 6. Demonstrate pride and professionalism for the property, its goals and objectives 7. Additional duties as may be assigned. 8. Experience in IT applications as they pertain to call center/reservations operations such as but not limited to PMS. RMS, CRS, etc. 9. Manage and maintain reservations for casino, transient, third party, groups and conventions. 10. Manage and maintain sales programs and selling techniques with the call center staff to maximize Hotel occupancy and revenue. QUALIFICATIONS 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, and/or ability required. EDUCATION and EXPERIENCE Must have High School Diploma or equivalent. Must have minimum of a two (2) year degree in Hospitality or related field. Four- (4) year degree preferred. Must have a minimum of three (3) to five- (5) years of experience in Hotels. Minimum 2 years Call Center experience in first class hotel/casino or related hospitality area. Advanced understanding hotel software, supervisory requirements, and strong office operations skills require. LICENSES/CERTIFICATIONS Key positions require knowledge and application of Title 31 reporting requirements. Must have the ability to pass comprehensive background check, drug test, and obtain gaming license as required.