Reservation Supervisor

Salary Details: Hourly rate 

Job Status: Full-time, year-round

Position level: Entry-Mid level

Shift/Schedule Requirements: Must be able to work a variety of shifts including nights, weekends, and holiday periods to meet business needs.

The Reservation Supervisor is responsible for managing a team of contact center agents, overseeing daily operations for all aspects of the Resort Call Center.  Ensuring the staff adhere to policies and procedures while ensuring high-quality guest service. Offering coaching and guidance on how to handle customer complaints and offer resolutions.

Some of our amazing perks and benefits:

• Promotes and healthy work-life balance
• Medical Benefits
• Dental and Vision benefits
• Paid PTO and Sick time off
• Complimentary tickets
• Discounts on Park food and merchandise
• Discounts on local businesses and attractions
• Paid training & workplace development
• Free uniforms provided

• Lead and supervise the contact center team to ensure that daily service levels are met or exceeded
• Manage the daily operations of the contact center.
• Provide training and coaching to the reservation agents to ensure that a high level of service is provided on every call.
• Conduct regular call audits to ensure that employee performance is maintained.
• Resolve escalated guest complaints, concerns and issues in a professional manner.
• Collaborate with management on hiring, training, evaluations and the daily operation.

• High School Diploma/GED
• 2 years of leadership experience
• 1 year of Call Center experience preferred
• Ability to prioritize tasks
• Calm demeanor with strong verbal and written communication
• Ability to train and motivate employees
• Strong time management and customer service skills
• Ability to effectively use Microsoft Office products
• Ability to work nights, weekends and holiday periods to meet business needs
• Ability to pass a mandatory (or random) drug test, per Company policy, unless prohibited by state or provincial law
• Ability to pass a background check, if 18 years of age or older, which may include, but is not limited to, credit, criminal, DMV, previous employment, education and personal references, per Company policy, unless prohibited by federal, state, or provincial