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, Night shift, Day shift, Afternoon shift,