Reservations Supervisor

Description

What's In It For You

• Competitive salary of $22.68/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

What You’ll Do

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism. 
• Serve as a leader and mentor for new hires and team members, embodying MCR's values and setting a standard of excellence in guest service and professionalism. 
• Provide guidance and support to team members, fostering a positive and collaborative work environment. Take ownership of MCR's phone system, including managing inbound telephone calls, live chats, SMS messages, and more. 
• Demonstrate leadership by handling a wide range of transactions, from call transfers to executive requests to resolving concerns from guests. 
• Lead by example in responding to inbound guest and internal team member communications through various channels, using methods established by the leadership team. 
• Articulate company products and services clearly to guests, always prioritizing active listening and understanding their needs. 
• Identify up-selling opportunities when appropriate and cross-sell alternative services when specific requests cannot be fulfilled. 
• Play a crucial role in confirming guest requests for casino and dining reservations and other services within established guidelines. 
• Uphold a positive image of the company when interacting with both guests and fellow team members. 
• Escalate complex situations to Team Leaders as they arise, contributing to effective problem resolution. 
• Conduct peer-to-peer coaching sessions to assist team members and address their questions. 
• Adhere to a set schedule, performing assigned tasks punctually. 
• Collaborate with senior leadership to assess individual performance and actively work on improvement where opportunities exist. 
• Assist on the contact center floor by answering questions and providing support to the team. 
• Share important observations from guest interactions with senior leadership and all appropriate parties, providing suggestions for enhancing processes, products, or service offerings. 
• Support and promote the company's culture and team philosophy throughout the property. 
• Comply with all departmental and company policies, including business ethics guidelines. 
• Maintain the confidentiality of company trade secrets and proprietary information, including business processes and guest data. 
• Foster a positive and safe work environment, report issues to the appropriate personnel. 
• Act in a manner that positively always represents Muckleshoot Casino Resort. 
• Perform any other duties as assigned to contribute to the overall success of the team and organization. 
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.  
• Perform other duties as assigned. 

What You’ll Bring

• 2 (Two) years’ customer service experience in a fast-paced, service-oriented environment is required.
• 1 (One) year of leadership or supervisory experience is required.
• Experience in a call center or contact center setting is a plus.
• Tribal gaming experience a plus.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.