Call Center Supervisor

Job Description Apply now to join the world of VIBE DINING as a key part of the guest experience!Looking for a fast-paced, high-energy opportunity that keeps you connected to the hospitality industry? Our call center offers an excellent chance to transition from the restaurant while staying engaged in the dynamic world of hospitality. This is an in-office position located at 1624 Market St., Denver, CO 80202. The individual hired for this role is expected to be on-site and work in the office each day. Remote or hybrid work arrangements are not available for this position. New pay incentive:We offer a pay incentive for evenings and weekends to reward our hardworking team members.Take advantage of this opportunity to boost your earnings!Call Center Perks:Full time employees receive $250 monthly commuter bonus/parking benefit $2.00 an hour extra incentive on Saturday and SundayTwo meals provided to Call Center Team DailyFlexible scheduling options to accommodate work-life balanceShifts available:This is not your standard 9-to-5 jobOur business hours: 6am-1am daily, with a wide range of possible shifts depending on availability. Examples include 6am-2pm, 10am-6pm, 2pm-10pm, 5pm-1am. POSITION SUMMARYThe Reservations Supervisor is primarily responsible for overseeing the day to day operations of the Reservations Department, ensuring that agents are following procedures and providing first rate service by effectively taking reservations and communicating guest inquiries accurately in a friendly and courteous manner; demonstrating patience, empathy, adaptability, consistency, clear communication, and knowledge necessary; have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. This position may be required to work nights, weekends and holidays.SUPERVISOR RESPONSIBILITIESo Oversee Reservation Agentso Monitors and evaluates phone calls and emails ensuring agents are following TOG standard procedureso Weekly full venue checks using OpenTable to ensure agents are following procedures and monitor overbooking/ irregular patternso Assign daily tasks and ensure they are done. Assign additional tasks as they ariseo Review opening and closing check listso Review coyle reports, address any concerns and acknowledge accomplishmentso Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.o Maintain accurate employee records pertaining to development and counselingo Ensures all updates/revisions are communicated properly to staffo Attend and facilitate meetingsReservationist Dutieso Answering phones and emails when volume picks up or understaffedo Sending reports to managemento Handles any difficult guests for reservationistso Works with management to remediate any issueso Follows up with guest recovery optionsOpenTable Management? Changing existing shifts/creating new ones? Closing days for Buyouts? Manage all updates i.e. Shift Notes, Bulletin Boards, Directions, Restaurant Info, HolidaysCustomer Service and Problem Solving? Quick thinker and able to step in and assist. Able to get to the bottom of an issue quickly to find a resolution that will satisfy the guest? Able to remain gracious, apologetic and pleasant to ensure a positive guest experience? Always ready to provide superior customer service at all times.? Knows the details of each property and is prepared to answer any difficult questions that may arise.? Anticipate guests needs, respond promptly however busy with their own workloadDepartment SOP's? Create and update manual, forms, related SOP's, email templates? Creates worksheets for tracking informationTRAININGTrain reservationists, hosts, managers and DOP's standard TOG Policy including but not limited to:o Verbiageo Reservation recommendationso Good customer serviceo Guest complaintso RingCentral Phone useo OpenTable useSIDEWORK & REPORTING? Oversee Gift Cards: Purchasing, Processing, Audit? Marketing: WDYHAU Tracking, Review Marketing Reports, Assign Comment Card Entries, Guest Report Exports, Concierge Reports? Side Projects for DOP's & Management: Comp sets, Printing training manuals, Data entry, Menu preparation, Worksheet creation/ editing? Reports: Oversee queue reports, Phone & Email Monitoring Reports, Email Tracking Reports, Phone Report, Development Reports.Why Join Our Team?Comprehensive Benefits PackageMedical, Dental, and Vision InsuranceGroup Life and Disability InsuranceGroup Accident, Hospital Indemnity, and Critical Illness InsuranceTraditional and Roth 401(k) PlanExclusive Perks & Growth OpportunitiesEmployee Dining Discounts and/or Complimentary Onsite MealsCareer Development & Limitless Growth OpportunitiesIf you reside in Arizona, California, Colorado, Illinois, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, Oregon, or Washington, D.C., you are entitled to Paid Sick Time in accordance with state and local regulations.Paid Time OffEmployee Assistance Program (EAP)Commuter and Dependent Care BenefitsWe use eVerify to confirm U.S. Employment eligibility.