Call Centre Supervisor

6 months ago

Niagara Falls, Canada Hilton Niagara FallsFallsview Full time

**What will it be like to work for this Hilton Niagara Falls/Fallsview?**

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. Hilton remains an innovative forward-thinking hospitality leader by offering best-in-class products, services and amenities to ensure that every guest feels cared for, valued and respected.

If you understand the importance of upholding a brand reputation and what it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts.

**What will I be doing?**

The Reservations Supervisor ensures smooth functioning of the Reservations office. This position answers and assists customers with any complaints or concerns and ensures reservation agents are following office duties, policies, and procedures that are expected of them. This position is also responsible for but not limited to the following duties as assigned by the Reservations Manager:

- Facilitate departmental pre-shift meetings with Team Members (Ex. Promos, procedures, logbook entries, huddles)
- Maintain open and positive communication between Supervisors and Manager
- Take initiative to build “Team” environment (Ex. Motivation and incentives)
- Assist with casino promotional bookings
- Develop and maintain weekly departmental schedule
- Cover shifts during peak hours and when Team Members are absent to maintain and ensure productivity of department
- Make rate changes, provide reports, invoicing and assist with payroll changes/issues
- Maintain departmental Health & Safety requirements
- IBT inquiries & reservations Team Member re-training (as required)
- Handling inquiries and reservations from HHonors guests
- Undertaking disciplinary action (as required)

**Experience**
- 2+ years experience in a customer service position
- 2+ years experience in a supervisory position

**Skills**
- Stronger leadership abilities
- Superb interpersonal and communication skills
- Effective problem solving ability
- Exhibit friendliness, excellent professionalism and maintain excellent telephone etiquette
- Supervisory experience is required
- Working knowledge of Microsoft Office and OnQ computer systems
- Previous sales/telemarketing experience is an asset

**Requirements**:

- Must be available to work a variety of all shifts including days and evenings (weekends, long weekends, Holidays)
- Must be able to complete a Criminal Background Check to the hotel’s satisfaction.

This job posting is not exclusive or exhaustive list of all job functions that a _**Call Centre Supervisor**_ will be asked to perform from time to time. This list is only a sample; a _**Call Centre Supervisor **_may be required to perform other duties.
- Hospitality Fallsview Holdings Inc. is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code. Hospitality Fallsview Holdings Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require._

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Niagara Falls, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Supervisory/Managerial: 2 years (required)
- Customer Service: 2 years (required)

Work Location: In person

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