Job Description

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

• Communicate relevant updates or guest concerns to management
• Assist with scheduling, break coverage, and staffing needs
• Handle escalated guest calls or concerns with professionalism and urgency
• Uphold Sagamore service standards and ensure the CID team consistently reflects our

values • Other duties as assigned Requirements:

• Prior hospitality, front desk, or call center experience preferred
• Minimum 1 year in a supervisory or team lead role preferred
• Strong interpersonal, verbal, and written communication skills
• Ability to lead with positivity, approachability, and professionalism
• Detail-oriented with strong organizational and follow-up skills
• Proficient in or able to quickly learn HotSOS, Digital Dining, and property management

systems • Flexible availability including mornings, evenings, weekends, and holidays (no overnights) • Committed to delivering a consistent and elevated guest experience

Job Tags

Full time, Flexible hours, Shift work, Day shift, Afternoon shift,

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