Call Center/Front Desk Supervisor

Oversee room reservations, hire, train, and coach Call Center Agents and interns to ensure they meet guest service standards and respond knowledgeably to calls. Monitor staff progress, handle guest concerns and complaints, and maintain proper coverage levels to balance labor expenses with phone availability. Train new hires on PMS systems, opening/closing procedures, and revenue goals while minimizing rate discrepancies through room upgrades and incidentals. Communicate daily workflow priorities to the Revenue Manager, analyze data for occupancy and maintenance reports, and perform room walks to verify cleanliness and maintenance needs. Collaborate with Golf, Food & Beverage, and Housekeeping teams to ensure a seamless guest experience across the resort.