OPEN TO THE PUBLIC
SHIFT: TBD
WAGE: $25.78
POSTED DATES: 4/28/2026-5/8/2026
Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government
Position Summary:
- Under the supervision of the Call Center Manager, supervise daily activities relating to the Call Center. Provide leadership whereby results are achieved in accordance with the objectives, goals, expectations, performance, and quality standards established for the department by the organization.
Essential Duties and Responsibilities:
- Supervise Call Center staff to ensure all goals and expectations of the department are met.
- Establish and maintain open lines of communication with members of management for all properties to ensure daily operations run smoothly and accurately.
- Follow proper telephone etiquette and consistently provide first-class experiences to all internal and external guests.
- Be an enthusiastic, positive, and a professional role model who presents a friendly, non-rushed approach when answering phones and assisting all call center staff.
- Lead by personal example the philosophy of work conduct and personal development that lead to maximum satisfaction and performance.
- Monitor hotels reservations and activities, including but not limited to preparing reports, including call conversion, call tracking and call volume, and collaborating with Group Coordinator and Sales & Catering to control group blocks.
- Monitor perpetual inventory and availability of rooms to be sold at all times for all Soaring Eagle properties; update inventory online as needed. Recommend strategies for selling to the Call Center Manager and assist with input of rate strategies and codes into the system as needed. Assist with managing rate and room inventory for all properties to maximize occupancy and revenue.
- Resolve all guest conflicts that may arise pertaining to hotel reservations. Coordinate with other departments as needed to resolve issues without transferring the guest to other areas, if possible.
- Maintain continuous contact with hotel management to ensure the highest level of guest satisfaction with hotel guests.
- Work with Call Center Manager to update or change policies, procedures, regulations, and technologies on a continuous basis.
- Review accuracy of Call Center data and staffs measurable skill scores.
- Monitor and yield packages and rates based on hotel availability.
- Work to ensure that “special requests” of the guests are properly handled. Respond to unusual rate requests and special situations while maintaining a high level of standards.
- Handle guarantees, advance deposits, cancellations, and waitlists according to Call Center department procedures.
- Train and educate all call center staff on sale and up-selling techniques that meet our guests needs, requests, and preferences while also ensuring the optimal use of hotel inventory. Monitor, develop, and maintain selling strategies.
- Comply with all Soaring Eagle Casino & Resort Safety and Security policies and procedures.
- Investigate and return documents as required by Risk Management and Security when reporting accidents involving guests, employees, or company assets.
- Complete schedules, annual appraisals, disciplinary actions; screen and hire new associates to meet business needs. Review and update job descriptions as needed.
- Assist in processing weekly payroll to include timecard adjustments, approval of overtime and timecards, and proper transfer of wages as necessary.
- Assist in tracking all attendance-related occurrences for accuracy; ensure all occurrences and removals are issued in a timely manner.
- Issue appropriate counseling, re-training, or disciplinary action to ensure that all standards are being met and coordinate with the Call Center Manager, Director, and HR on any disciplinary action. Ensure proper paperwork and all records are maintained as directed by Human Resources.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
Contacts/Purpose of Contacts:
- Contact with all levels of personnel in order to communicate operational decisions.
- Contact with administrative staff, hotel guests as well as other departments in the company, including but not limited to Marketing, Front Desk staff at all properties, and all Call Center staff.
Minimum Qualifications:
- Associates Degree in Hospitality, Business Administration, or related field.
- Three years hotel front office or reservations experience. One year in a supervisory capacity.
- An equivalent combination of education and directly related experience may be considered.
- Must be available to work all three shifts including weekends and holidays.
- Must be able to obtain and maintain a gaming license or pass a background check to meet the employment eligibility requirements as they pertain to the position.
Desired Qualifications:
- Bachelors Degree in Hospitality, Business Administration, or related field.
License, Certification, or Special Requirements:
- Native American preference shall apply to all positions.
Knowledge, Skills, and Abilities:
- Knowledge of reservations system and software.
- Knowledge of sales and group sales techniques and practices.
- Knowledge of gaming amenities and terminology.
- Knowledgeable of accommodations, features, amenities, packages, events, rates, and promotions at all Soaring Eagle properties.
- Knowledge of the conference services and front desk areas.
- Skill in preparing, reviewing, and analyzing operational and financial reports.
- Skill in supervising, training, and evaluating assigned staff.
- Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, PowerPoint, and reservation systems.
- Ability to display a professional work attitude and good communication skills.
- Ability to present a pleasing phone voice and demeanor, be tactful and diplomatic, and have excellent attention to detail.
- Ability to be self-motivated, and enjoy dealing with people and be willing to provide a positive experience to guests and associates.
- Ability to communicate effectively both verbally and in writing.
- Ability to create, compose, and edit written materials.
- Ability to service guests in a professional appearance and manner.
- Ability to gather data, compile information, and prepare reports.
- Ability to provide compelling information to increase tour bookings.
- Ability to provide a positive experience to hotel guests and fellow associates.
Physical Demands:
- Frequent use of hands, wrists, fingers associated with computer and telephone operation.
- Required to sit for extended periods of time.
- Occasionally standing and walking throughout the casino and resort.
- Frequent talking and listening.
- Occasionally lift and/or move up to 20 pounds.
Work Environment:
- Normal office environment.
- Extended hours and irregular shifts may be required.