Teleservices Director Job Listing at Wind Creek Hospitality in United States of America (Job ID 1125)

Description

Description

Job Overview:

The primary responsibility of the Guest Services Director is to develop and manage all aspects of guest service for all Wind Creek Hospitality properties. All duties are to be performed in accordance with departmental and WCH's policies, practices, and procedures. This position manages the Guest Service Teleservices department.

Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Implements company policies and procedures as they relate to hotel booking
• Develops and implements sales strategies and room mix
• Responsible for reservations system and reporting
• Ensures that necessary reports are produced and distributed to key personnel
• Assists in developing annual hotel budgets for each property
• Develops and adheres to guest service standards for each Wind Creek Hospitality entity
• Follows Standard Operating Procedures to establish and maintain a AAA four diamond rating
• Establishes goals to achieve the company's objectives
• Executes business plans to ensure performance and profit objectives for short and long-term goals are met
• Manages a centralized call center to support all US based Wind Creek properties
• Develops processes to get all necessary information for call center agents to answer guest questions
• Manages call center performance and staffing levels in order to meet SLAs, staffing ratio goals, and financial goals
• Manages annual Call Center budget
• Handles special assignments from EVPs and Property Leadership
• Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED–  required
• Bachelor's Degree in Related Field AND three (3) years' experience in a Management position– required
  • OR seven (7) years' experience in a Management position- required
  • OR five (5) years' experience in a Management position with Wind Creek Hospitality– required
• Five (5) years' experience as a Call Center Manager in a casino resort serving more than 1,000 hotel rooms— required
• Must have seven (7) years' experience in a major casino or resort environment (property or organization with revenues larger than $250 million per year) with a proven track record of increase revenues–required
• Must have strong leadership, organizational, communication, human relations, and decision-making skills
• Must be organized and detail oriented
• Exceptional service attitude
• Excellent verbal and written communication skills
• Experience speaking to large diverse crowds
• Superior people skills
• Self-starter with a strong sense of urgency in tackling challenges
• High level of professionalism
• Ability to work calmly in difficult, high-pressure and high-stress situations
• Experience with department budget responsibility
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Must be able to achieve goals and work in a high pressure environment based on making objectives
• Willing to travel and participate in corporate meetings as required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have a PGCB Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.