Guest Contact Center Supervisor

Guest Contact Center Supervisor

Are you passionate about leading teams and creating exceptional guest experiences? As a Guest Contact Center Supervisor, you will be responsible for overseeing a dynamic team while overseeing reservations across multiple properties. Your role will be key in delivering outstanding service, ensuring reservations are efficiently handled, inquiries are addressed promptly, and guests receive detailed information about our resorts, hotels, and spa services. With your leadership, guest-centric approach, attention to detail, and ability to build rapport, you’ll guide your team to consistently exceed guest expectations and meet sales targets. Your expertise in team management and multi-property coordination will ensure seamless service delivery and memorable guest experiences across all locations.

The Role:

This role centers around our Calgary Office, serving as a pivotal Guest Contact Center Supervisor. Within this position, you will play a crucial part in a team dedicated to surpassing guest expectations consistently. Your responsibilities are instrumental in shaping the impression our hotel and spa guests have, making your role integral to our overall guest experience.

Key Responsibilities:

Reporting to the Guest Contact Center Manager, the primary responsibilities are:

• Supervising the daily operations of the Guest Contact Centre Department; covering rooms, restaurant, spa, and other resort reservations.
• Monitoring phone calls of Contact Center Agents and provide real-time feedback.
• Ensuring daily monitoring of service level, abandonment and make necessary changes throughout the day.
• Provide Coaching & Development of Guest Contact Centre Agents.
• Provide insight into performance review feedback for Guest Contact Centre Team.
• Be a direct resource for Guest Contact Centre Agents for support on processes and policies.
• Assist the Guest Contact Center Manager in workforce management and other departmental duties as required.

Employment Experience and Educational Requirements:

• At least one (1) year Call Center Supervisory experience and education within the industry is considered an asset. Strong interpersonal skills with the ability to build rapport with diverse guests.
• Results-driven mindset with a focus on achieving and exceeding sales targets.
• Minimum 2 years of experience in the hospitality industry, Reservations or Front desk.
• You must be able to work well in a team environment and be self-directed.
• Ability to manage tasks independently with attention to detail and focus on customer service.
• Self-motivation and organizational skills with the initiative and the proven ability to work well under pressure and problem solve.
• Build and retain relationships with property leaders, Concierge teams and Front Desk teams to ensure smooth operation of the department.
• Keen interest in People Management.
• Knowledge of Opera PMS, Opera Cloud, Chorum Cloud PMS, and Marriott systems an asset.
• A Diploma/Degree in Hospitality Administration from a recognized institute would be an asset.

Amazing Perks:

• Personal days: 5 per year after 90 days of continued full-time employment
• Growth and development opportunities, both personal and professional
• Health and Wellness benefits (some restrictions may apply)
• Vacation is accrued starting on your first day of work at a rate of 4% of your earnings.
• Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels.
• Discounted access to our Nordic Spa*

 *Season Availability, subject to cut off dates.