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Contact Center/Hotel Reservations Manager

Posted December 30, 2020

Maryland Live! Casino
Hanover, MD

About This Job


Function (Scope and Main Purpose of Job)

The Contact Center Manager has complete responsibility for the operations of the Contact Center.  The overall goal of the Contact Center Manager is to ensure all calls are handled in a professional and courteous manner while providing quality services to both guests and Associates. 

Core Service Standards

  • CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.
  • SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.
  • FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.
  • FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.
  • FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.

Specific Responsibilities and Duties

  • Responsible to implement processes, procedures, and sequences of service relevant to the operation and development of the Contact Center.
  • Ensures effective support, coaching, evaluation, and mentorship of the Contact Center Team Members.
  • Responsible for leading and mentoring Team Members.
  • Responsible for the development of department initiatives; monitor and manage call flow and handling effectiveness, response to service related concerns, and Team Member relations.
  • Maintains awareness of departmental KPIs.
  • Ensures that one-on-one conversations and individual Team Member KPI reviews take place on an uninterrupted manner.
  • Strategizes on the enhancement of departmental outcomes.
  • Facilitates the flow of information throughout the department.
  • Recommends enhancements to current processes, policies, procedures, and sequences of service.
  • Maintains strong interdepartmental relations.
  • Ensures all information as related to the deployment of marketing campaigns is properly communicated and planned for as it relates to the operation of the Contact Center.
  • Oversees training facilitation and coaching of direct reports in understanding their duties and provides clear expectations.
  • Ensures scheduling practices remain in alignment with business trends and financial objectives.
  • Ensures Team Members’ records are up to date; including personnel performance records, requests for time off, disciplinary actions, and special accommodations.
  • Communicate open work orders affecting in-house guests to the appropriate departments.
  • Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
  • Communicates and responds to security codes as expected.
  • Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
  • Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable
  • Other related duties as assigned
  • Employees supervised: Contact Center Supervisor, Contact Center Agents, Reservations Agents, and VIP Reservations Agents


Job Requirements

  • Excellent service, communication, and organizational skills. 
  • Must possess excellent computer skills and knowledge of call systems. 
  • Effective prioritization skills. 
  • Objective analytical skills. 
  • Reliable ownership and follow through skills. 
  • Ability to interpret call center statistics. 
  • Ability to handle sensitive information in a confidential manner. 
  • Ability to model the way. 
  • Ability to provide a luxury experience while engaging in every conversation with Team Members and guests. 
  • Ability to communicate effectively in one-on-one, small group, and large group situations. 
  • Ability to read, write and communicate verbally in English.
  • Requires use of standard office equipment.
  • Requires basic math. 
  • Ability to push and/or pull file cabinet drawers weighing up to 5 lbs. 
  • Requires the ability to distinguish letters, numbers and symbols.  
  • Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.
  • Constant contact with executives, department management, applicants, Team Members and guests is necessary. 
  • Work is performed in an office environment and throughout the property in all locations. 

Educational Requirements

  • Education: High School education or equivalent
  • Experience: three (3) to four (4) years related experience and/or training, or an equivalent combination of education and experience.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements

  • Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud. 
  • Requires prolonged sitting or standing and mobility.  Requires bending and reaching. Requires transporting, pushing, pulling, and maneuvering items weighing up to 25 lbs. 
  • Requires eye/hand coordination. 
  • Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
  • Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials. 

Working Conditions

  • 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed

Additional Information

Applicants must already be authorized to work in the US and must be able to obtain and maintain a casino license in the state of Maryland.


About this Employer

Maryland Live! Casino

7002 Arundel Mills Circle
Hanover, MD 21076

(443) 842-7000

310 Room Hotel

Live! Hotels is a national luxury hotel owner and operator.  The flagship Live! Hotel is located at Live! Casino in Anne Arundel, Maryland, and is part of one of the largest and most successful gaming, retail and entertainment destinations in the country.  This AAA Four-Diamond property consists of 258 luxury rooms, 50 suites, 2 Penthouses, a full-service Spa, state of the art Fitness Center and a 4,000 person capacity live performance/ events venue.  The hotel is integrated with multiple award-winning food and beverage options and the 280,000 square foot gaming floor. 

The second Live! Hotel will open in late 2020 at the new Live! Casino in the Stadium District in Philadelphia.  

Live! Hotels are developed by an affiliate of The Cordish Companies (“Cordish”), which is widely recognized as the preeminent national developer of large-scale mixed-use projects and entertainment districts. With more than a century of operations, Cordish has also become a leading developer and operator of gaming and hospitality projects, and a market leader in pioneering a new standard in sports-anchored mixed-use developments.

In 2018, Cordish further extended its hospitality operations through a partnership with the world-renown Loews Hotel to create a new Live! by Loews chain of upscale hotels.  The first hotel in this joint venture recently opened in Cordish’s Texas Live! project in Arlington, Texas.  The second Live! by Loews will be open in 2020 in St. Louis, Missouri, at Ballpark Village.