Essential Duties and Responsibilities include the following: • Supervise and support CID Operators during shifts, ensuring smooth communication and high service standards • Create and maintain a positive, team-oriented work environment that reflects Sagamore’s culture of hospitality • Train and mentor CID agents to follow proper procedures and meet or exceed service expectations • Monitor call handling and communication quality; provide feedback, coaching, and corrective action as needed • Ensure accurate and timely input of guest and employee requests into HotSOS and proper follow-up • Oversee room service order processing in InfoGenesis and confirm accuracy and promptness • Communicate regularly with departments such as Housekeeping, Engineering, Food & Beverage, and the Front Office Management team to ensure seamless guest service • Coordinate and maintain side work such as welcome packets, doggie bags, and resort materials
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