Call Center Reservations Supervisor - 3rd Shift

Our Exciting Work Environment

This is a full time (40 hrs/week) position. Shift will typically be 11 PM to 8 AM Sunday through Thursday. Additional weekend availability may be required.

Delaware North's Reservation Call Center is located in the Northpointe business park in Amherst, NY and is responsible for reservations for the company's Parks & Resorts division. The Reservations Supervisor supports the entire call center operations and may support different departments within the call center. We are seeking a candidte with Opera hotel management software and luxury/high end property experience.

The Opportunity

Lead Agents ensure that the day-to-day work is being handled effectively to meet contact-center service and performance standards.  They may perform all RSA job duties and responsibilities.  They coach other associates, and ensure that workloads in all areas are being handled.  They are the first point of escalation for guest-service resolution. Lead agents may generate reports and audit other associates’ work.  Lead agents may be assigned oversight of any job classification.

This position requires the ability to communicate effectively and efficiently via multi-media used in the contact center and verbally with all levels of management and associates.  They need to be able to handle multiple assignments and prioritize based on business needs.  They must be able to negotiate with guests while providing exemplary GuestPath® standards. They must have strong coaching and mentoring skills. Lead Agents need to have strong computer skills and be adept at using all relevant contact-center systems.  They need to be able to work independently, making decisions that meet business objectives as the needs arise.

• They are responsible for monitoring intra-day call activity and service levels and taking relevant action to ensure that service levels are met effectively
• Coach associates to achieve performance and service standards.  This may include reviewing errors, side-by-side monitoring, monthly meetings, observing calls, and other coaching duties
• Coach associates to use systems, processes and procedures effectively
• Handle escalated guest calls
• Ensure associates have the information they need to perform their duties
• Answers associates questions and gives advice on guest interactions using all media available
• Notify relevant support teams when systems are not working effectively
• Inform management of areas that need improvement
• Maintain daily log of any issues that impacted contact-center performance
• Perform specialists or RSA duties as needed
• Answer management line, take messages, and call back any voicemails
• Audit bookings for accuracy
• Assist management in the communication process with various properties
• Perform opening and closing duties
• Promote a productive work environment by directing a prompt resolution of employee and operational issues.
• Assist in developing and recommending new strategies, procedures and practices and operational policies and procedures consistent with department goals and objectives
• Ensure quality customer care by helping develop, communicate, and interpret policies and procedures
• Ensure associates are adhering to their posted schedule and work assignments.  Advise them when they are in violation and notify management
• Escalate guest or agent issues to management when appropriate for management-level handling
• Updates relevant systems such as the intranet with new information, policies, and procedures
• Works with limited to no supervision
• Adhere to work rules and regulations including PCI and security compliance and ensures that associates are in compliance

Who We Are

Take your career beyond the ordinary—to the extraordinary.

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest and most admired, privately-held hospitality companies in the world.  Founded and owned by the Jacobs family for nearly 100 years, it is a global leader in hospitality and food service with operations in the sports, travel hospitality, restaurants and catering, parks, resorts, gaming and specialty retail industries.  Delaware North has annual revenue exceeding $3 billion with 60,000 employee associates. To learn more, visit .

All applicants may be subject to a pre-employment background and/or drug testing.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.  Delaware North is an equal opportunity employer.