SER Call Center Manager

In-House (Only SCIT Members and Current SECR, SELC, and TOPS Employees May Apply)

11/5/25-11/11/25

Full-Time

Days and Shifts: 1st Shift

Position Summary:

Under the supervision of the Director of Hotel Operations, supervise and manage all Call Center operations and activities to achieve the objectives, goals and expectations set for the department.

Essential Duties and Responsibilities:

• Manage the daily operations of the Call Center by establishing and maintaining open lines of communication with property managers.
• Lead by personal example the philosophy of work conduct and personal development that lead to maximum satisfaction and performance.
• Manage rate and room inventory for all properties to maximize occupancy and revenue.
• Monitor hotel reservation activity, recommend strategies for selling, yield managing the room inventory, prepare reports of reservation activity, collaborate with the Group Coordinator and Catering Manager to control group blocks, schedule staff to meet business needs.
• Disseminate special request information to relevant departments; review and revise sales scripts and techniques, report back to the Director of Hotel Operations.
• Manage guest service excellence by ensuring staff present a friendly, professional approach when answering phones and handling queries. Obtain information quickly, accurately and pleasantly, maintaining a positive, upbeat attitude.
• Oversee the “guest special requests,” while promoting and adhering to world class service standards. Respond to unusual rate requests, oversee the guarantees, advance deposits, cancellations and wait lists.
• Provide telephone etiquette training and provide a world class reservations experience.
• Develop Call Center associates by overseeing the training and providing current information about packages, rates, promotions and comps.
• Maintain knowledge of all gaming amenities and terminology. Provide insight of conference service and front desk operations, coaching and mentoring associates to excel at sales.
• Complete schedules, annual appraisals, issue disciplinary action, screen and hire new associates to meet business needs.
• Maintain department budget for labor and expenses and provide documentation for budget variances; make recommendations on capital projects or improvement with equipment to enhance guest and employee satisfaction.
• Place proper orders in a timely fashion to ensure department supplies are stocked appropriately. Maintain a standard in ordering the necessary quality supplies with the input of the Call Center Agents, Group Coordinators, Call Center Lead Agents and Supervisor.
• Review and update all department job descriptions as needed
• 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 department managers of all Soaring Eagle Properties.
• Contact with guests of all Soaring Eagle Properties.

Minimum Qualifications:

• Bachelors degree in Business Administration, Hospitality, Marketing or related field.
• Four years experience in a call or reservation center. Two years in a supervisory capacity.
• An equivalent combination of education and directly related experience may be considered.
• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

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 present a pleasing phone voice and demeanor, be tactful and diplomatic, and have excellent attention to details.
• 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 hearing.
• Occasionally lift and/or move up to 20 pounds.

Work Environment:

• Normal office environment.
• Extended hours and irregular shifts may be required.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.