Assistant Call Center Manager- CRO

Up to $900 RETENTION PROGRAM PAY and MORE, APPLY to FIND OUT!

Are you a Customer Service Super Star…WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Valencia Hotel Group- Central Reservations Office (CRO) is located in the downtown San Antonio area and is a pillar of the community.  Our hotels are unique to each city they are located in and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Group, a collection of hotels that are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond. 

Job summary: 

Assists in leading a team to ensure maximum efficiency and operation for the Central Reservations Office. This position will actively take calls and train agents to convert calls for each of the hotels.   Participates actively in the new hire process, specializing in training new hires.

Shift requirements:

Primarily day and evening shifts with flexibility to alternate evenings and weekends as shifts needed.

Responsibilities

1. Review and execute training regarding all reservation procedures for all properties


2. Consistently perform at or above test call criteria


3. Contribute to the team within the department


4. Answer CRO phones on a consistent basis


5. Assist in supervision and performance of all reservation related operations and personnel


6. Work with Call Center Manager to monitor CRO quality and costs


7. Train new associates


8. Assist the Call Center Manager with weekly/monthly/quarterly/annual checklists


9. Assist the Call Center Manager with monthly invoices for CRO expenses

1. Monitor Front Desk, Reservations, and Guest Services interdepartmental operations to ensure highest quality guest service

1. Oversee the CRO in the absence of a manager


2. Maintain regular attendance in compliance with Valencia Hotel Collection standards as required by scheduling which will vary depending upon the CRO needs


3. Convey information and ideas clearly


4. Handle situations in the workplace, including anticipating, preventing, identifying, and solving problems as necessary


5. Maintain composure and objectivity under pressure


6. Listen, understand, and clarify the concerns and issues raised by co-workers and guests


7. Work with and understand financial information, data, and basic arithmetic functions


8. Comply with Valencia Hotel Collection standards and regulations to encourage safe and efficient hotel/CRO operations


9. Complete other duties as assigned by supervisor


10. Occasional traveling may be required

Qualifications:

• Experience in a Call Center Environment


• Proficient in Microsoft Office products including Word, Excel, Outlook and Power point


• Works productively with a team


• Effective multitasking, organizational, and leadership skills


• Composure and patience under pressure


• Skilled in working with multiple computer programs


• Hotel experience preferred

BENEFITS: 

• Medical, Dental, Life insurance


• Paid Time Off 


• Paid Community Service Days


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 Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024