Teleservices Supervisor **

Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount. Serves as a leader for employees while fostering teamwork, employee morale, motivation and open communication. Acts as a role model and coaches while developing employees using a consistent, approachable demeanor and clearly articulating expectations. Provides direction and support for all staff to achieve Harrah?s Atlantic City goals and objectives through the fair application of all policies and procedures. Strives to improve and streamline departmental operations, through the continuous assessment of policies and procedures, work processes and program effectiveness/value. Allocates resources to outlets that create value to our guests and to Harrah?s. Endorses the Business objectives, ethics and values of Harrah?s Entertainment Inc. Provides appropriate recognition and rewards to individuals and groups when consistent superior performance is attained. Ensures that each team member clearly understands and is held accountable for their respective performance expectations. Helps to maintain and enhance a safe, secure and comfortable environment for our guests and employees.
Ensures that all aspects of the Teleservices and PBX functions for Atlantic City Operations perform 100% guest satisfaction. Supervises and coordinates the day to day activities of the combined Atlantic City Teleservices Department. Reviews the Coordinators' complimentary scope of authority. Monitors the following: entry of all convention blocks, postal card reply cards or rooming lists into the computer system within 24 hours of receipt; availability of rooms, show tickets and restaurant seating allotted to casino operations; the block cut off date and interacts with the Sales Department to ensure dates. Maintains the following: accurate and up to date group, convention and management blocks and associated file; appropriate balance regarding casino room inventory. Reviews all check and credit vary deposits for validity and post deposits to appropriate accounts. Reconciles each day's deposit activity for night audit and routes all deposits reports to the appropriate location. Monitors Teleservices systems for VIP Coordinator performance. Monitors customer service levels and call volume to ensure resources are scheduled to provide appropriate service levels. Reviews VIP Services Coordinators and VIP Services Trainees performances and makes periodical written observations. Maintains current information that is readily accessible to operators regarding guests, staff and events. Position is located in a cigarette smoke environment.

College degree or equivalent experience. Excellent leadership, supervisory, organizational and interpersonal skills required. Communication, basic math and computer/PC skills required. Two years public contact experience or experience as a Reservation Agent in a hotel or service industry preferred. Knowledge of casino operations, telemarketing and/or telecommunications functions and systems preferred. Two to four years travel related experience preferred, including aircraft dispatching or equivalent.
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