Las Vegas
Type of Shift
Full Time
Reservations & Central Communications

Reservations Supervisor

Golden Entertainment


Summary: Responsible for the day to day supervision of the reservations teams, representatives and ensuring customer interactions are handled in a helpful, friendly, upbeat and professional manner. The supervisor will manage all aspects of call center operations while they are supervising the representative’s performance, development and coaching as they sell rooms, suites, restaurants, shows, and amenities to guests that contact the centralized call center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.

Essential Functions:

  • Leads a high-performing team of agents to achieve and exceed profitable sales goals, service delivery, cost containment and customer expectations in regards to Survey Scores, Conversion, Cross Sell Conversion, GOS, Abandonment, Adherence, Turnover, QA Monitor Scores, and other standards as determined by call center leadership
  • Ensures staff is performing their duties in compliance with department guidelines
  • Implements plans to ensure effective use of labor
  • Measures, documents, reports and communicates data based on representative/department performance and progress towards goal attainment. Accurately and swiftly resolves issues and reports potential issues to call center leadership if needed
  • Generates and follows through on new ideas/solutions on all call center issues, and participates in projects and process improvement initiatives to improve the operating quality and efficiency of the departments
  • Uses knowledge acquired in one-on-one meetings and discussions to mentor and support supervisors in career development
  • Contributes to customer retention and continuously increases customer loyalty levels through problem resolution, customer interaction escalation handling and mentoring supervisors to be well informed, courteous, warm, gracious and helpful
  • Responsible for monitoring phone activity of department staff
  • Motivates the staff to assist in achieving call center goals while maintaining low levels of turnover
  • Rewards and recognizes call center team members via implemented incentives programs to foster employee engagement, elevate agent productivity performance, and achieve sales and service goals
  • Work calmly and professionally in busy work environment while effectively multi-tasking
  • Investigates and resolves customer complaints and comments in accordance with ACEP guest service procedures
  • Performs other duties as assigned



  • Minimum one year supervisor experience within a call center or Front Desk environment preferred
  • Minimum six months supervisory experience within a call center or Front Desk environment required
  • Previous experience within a hotel/casino call center servicing multiple properties preferred
  • Able to demonstrate leadership to a large, diverse team
  • Experience with effective leadership techniques, decision making, staff development, and statistical reporting
  • Efficient using computers, including but not limited to Microsoft Office Programs, Word, Excel and PowerPoint
  • Previous experience with LMS/CMS preferred
  • Ability to accurately add, subtract, multiply and divide using whole numbers, common fractions and decimals
  • Can handle multiple tasks in a high volume, high stress, and fast-paced environment while meeting deadlines.
  • Team building
  • must be able to develop, motivate and inspire the team to achieve desired results
  • Accurate documentation/Reporting skills
  • Excellent guest service skills
  • Ability to effectively communicate in small group situations, as well as one-on-one
  • Excellent listening and interpersonal skills
  • Able to work independently as well as with a team and take initiative, with minimal supervision
  • Must be able to maintain a flexible working schedule based on business demands as well as being dependable and punctual
  • Demonstrates a friendly, upbeat and positive disposition
  • Must present a well-groomed professional appearance
  • Ability to effectively communicate in English, both written and verbal
  • High school diploma or equivalent
  • Bachelor’s or Associate’s degree in Business Administration or related field preferred

    Required Work Cards
  • Nevada Gaming

    Physical Requirements
  • Continuously sitting at a desk or table and working indoors (more than 70% of the time)
  • Occasionally moving throughout the property
  • Work for sustained periods of time maintaining concentrated attention to detail
  • Hearing, vision (including peripheral), speech and literacy (critical)
  • Ability to communicate vocally utilizing portable radios and telephones (critical)

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All duties to be performed with or without reasonable accommodations.