Communications Center Supervisor - Virginia Beach, United States - Professional Hospitality Resources, Inc. and Ocean Beach Club LLC

Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Virginia Beach, United States

1 week ago

Description

Overview:

Supervise the Communications Center shift operations to achieve customer satisfaction, quality service and compliance with corporate/brand policies and procedures while meeting/exceeding financial goals. This role resolves guest issues that arise during the shift using a service recovery matrix and escalating to manager if necessary. Position is responsible for the assisting the department manager(s) with short term planning and day-to-day operations of the Communications Center and carrying out initiatives to ensure excellent service and quality.

Responsibilities:

Ensure every call gets answered and every guest gets an accurate answer to their question and resolution to their satisfaction.
Manage guest issues using the service recovery empowerment guidelines.
Assist Communications Manager with daily new hire and developmental training efforts and training compliance.
Clear pending balances
Review adjustments
Assist with pre-arrival planning, wait process, blocking, and/or inventory management in conjunction with Front Desk Leaders.
Ensure knowledge with accounting compliance, folios, and outlet check verifications.
Show expertise in Gold Key|PHR standards and the brand loyalty program
Sign off on checklists and communication log at the end of every shift
Handle GSS replies in conjunction with Front Desk Supervisor
Utilizes exceptional communication skills, on the spot training and listening to calls to ensure coworkers are delivering 9 and 10 guest experiences.
Maintain understanding of system/technology updates
Ensures proper staffing and scheduling
Maintain compliance of emergency procedures
Responsibilities of all Gold Key|PHR Supervisors:
Understand the needs of the shift, deploy resources, and communicate the plan to the staff department so that products and services are delivered timely and to the departments specifications.
Use the departments Job Skill Handbooks to consistently coach and train Associates.
Use the approved tools and checklists to set daily expectations for each Associate and ensure completion of the assigned tasks.
Provide daily motivation and encouragement to motivate each Associate and create the environment and teamwork for excellent service.
Monitor daily time and attendance including clock in and out.
Follow Service Recovery guidelines to ensure that guest concerns are resolved to complete satisfaction. Understand and escalate guest concerns when necessary.
Champion Gold Key/PHRs service culture, The Keys to Making it Right to proactively focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social media.
Constant inspection of your assigned areas of responsibility to ensure alignment with standards, specifications, and inventories, which include cleanliness, environment/sense of place and guest experience; deploy corrective action or resources when necessary.
Proactively manage safety and security procedures to prevent accidents, ensure healthy environments for both Associates and Guests.
Ensure individual compliance with all Gold Key|PHR, Brand and state or federal training requirements for your role to include new hire, certification and re-certification as needed.

Qualifications:
Type Qualification Education High School attendant or High School Graduate Experience Previous multi-line phone operator experience preferred. Skill Knowledge of multi line phone system Skill Pleasant and professional speaking voice

Call Center Supervisor

5 days ago

The Michelle Martin Group Hampton, United States

We're searching for a dynamic Call Center Supervisor to lead our client's talented team in Hampton, VA Situated in the vibrant hub of Hampton Roads, Virginia Beach, and Norfolk, you'll have the opportunity to spread our influence and showcase the renowned hospitality our region i ...
Communications Center Supervisor

1 week ago

Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Virginia Beach, United States

Overview: · Supervise the Communications Center shift operations to achieve customer satisfaction, quality service and compliance with corporate/brand policies and procedures while meeting/exceeding financial goals. This role resolves guest issues that arise during the shift usin ...
Call Center Supervisor

2 days ago

The Michelle Martin Group Hampton, United States

Job Description · Job DescriptionSalary: $45k · We are seeking an experienced Call Center Supervisor for our client, a leading public transit provider in the Hampton Roads region. In this key role, you will oversee a busy call center, managing a team of dedicated representatives ...
Registered Nurse Supervisor

20 hours ago

SCARS Management Services Newport Beach, United States

Join Our Dynamic Healthcare Team as a Registered Nurse Supervisor · Are you ready to take your nursing career to the next level? Are you a dedicated and compassionate leader who thrives in a fast-paced Surgical healthcare environment? If so, we have an exciting opportunity for yo ...
Front Desk Agent

1 week ago

SpringHill Suites ODU Norfolk, United States

$14-$16/hr · **COME AND JOIN OUR AMAZING TEAM** · - Most positions do require weekend and holiday availability._ · We are pleased to share the benefit options that we offer: · - Paid Time Off · - 401K Investment · - Referral Bonus · - Associate Development Plan Opportunities · - ...
Registered Behavior Technician

1 week ago

ABA Centers of America Portsmouth, United States Part time

**Registered Behavior Technician (RBT), Part-Time **- ABA Centers of America** · **Portsmouth, NH** · $5,000 bonus for referring BCBAs to work in MA, NH, TN, PA, or NJ · **About ABA Centers of America** · ABA Centers of America provides ABA (Applied Behavior Analysis) therapy and ...
911 Dispatcher

4 days ago

City of Portsmouth Portsmouth, United States

**General Statement of the Job & Essential Functions**: · **GENERAL STATEMENT OF JOB** · Under general supervision, this position receives and evaluates calls from the public for police, fire, ambulance, and other emergency services, as well as non-emergency calls, using the city ...
Intake Counselor

4 days ago

Spectrum Health Systems, Inc. Chesapeake, United States

**Location**: Chesapeake, VA. Indian Creek Correctional Center is a level 2 medium security prison. This facility provides specialized treatment services to individuals with substance use disorder. · **Schedule**: Monday - Friday, 7:00 am - 4:00 pm OR 7:45 am - 4:45 pm with a 1-h ...
After School Supervisor

2 days ago

Restart Services Hampton, United States

ob Title: Afterschool Supervisor Job Category: Human Services · Reports to: Programs Administrator Position Type: Full -Time · DESCRIPTION: The Afterschool is a full-time position to ensure that all programs meet all licensing, contractual, and quality assurance standards and req ...
Client Advocate

6 days ago

Hotel California by the Sea Newport Beach, United States

Hotel California by the Sea (HCBTS) is a dual-diagnosis drug and alcohol treatment center located in Newport Beach, CA with other facilities located in Bellevue, WA, and Cincinnati. OH. We are committed to treating our clients with the dignity, compassion, and respect they deserv ...
Case Manager

2 days ago

VOLUNTEERS OF AMERICA CHESAPEAKE AND CAROLINAS, INC. Hampton Roads, United States

Group: Programs · Department: Behavioral Health · Region: VA · Location: Woodbridge, VA · Classification: Exempt · Status: Full Time · Reports to: Clinical Supervisor · Supervises: Yes · Travel Requirement: Yes · Remote Eligible: Yes · **COMPANY OVERVIEW** · Volunteers of America ...
Treatment Technician Behavioral Health Huntington

4 days ago

Hotel California by the Sea Newport Beach, United States

Hotel California by the Sea (HCBTS) is a dual-diagnosis drug and alcohol treatment center located in Newport Beach, CA with other facilities located in Bellevue, WA, Cincinnati, OH. We are committed to treating our clients with the dignity, compassion, and respect they deserve wh ...
Seasonal Guest Experience Expert

6 days ago

Marriott International, Inc Newport Beach, United States

**Información Adicional** Pay: $25.65/hour · **Número de Empleo** · **Categoría de Empleo** Rooms & Guest Services Operations · **Ubicación** VEA Newport Beach A Marriott Resort & Spa, 900 Newport Center Drive, Newport Beach, California, United States VER EN MAPA · **Horario** F ...
Logistics Analyst

5 days ago

WR Systems Norfolk, United States

**Clearance Requirement**:Ability to obtain and maintain a Secret Clearance · **Travel Requirements**: None · **Location**:Norfolk, VA · **SUMMARY**: WR has an opportunity for a Logistics Analyst to provide US Navy support as part of the Material Management Team by providing prof ...
Lead Lna

20 hours ago

Portsmouth Regional Hospital Portsmouth, United States

**Introduction**: · Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family Jump-start your career as a(an) Lead Patient Care Tech today with Portsmouth Regional Hospital. · **Bene ...
Personal banker supervisor, greenbrier-volvo

5 days ago

Dollar Bank Virginia Beach, United States

Job Overview: Become a part of the diverse, service-oriented team that is Dollar Bank, the nation's largest mutual bank. We are committed to being an inclusive community bank that invests in our customers, empowers our employees, and strengthens our communities. The Personal Bank ...
Telecommunications Operator

4 days ago

Bon Secours Portsmouth, United States

With a legacy that spans over 150 years, Bon Secours is a network that is dedicated to providing excellent care through exceptional people. At every level, everyone on our teams have embraced the call to provide compassionate care. Here, you can work with others who share common ...
Clerk Cashier

4 days ago

City of Virginia Beach, VA Virginia Beach, United States

Our Commitment · Work with the best - work for Virginia Beach Parks and Recreation Join our team and contribute to our 60+ year track record of providing legendary experiences We are dedicated to promoting healthy lifestyles and protecting our environment. We ensure all residents ...
Administrative Support Assistant

5 days ago

US Commander, Navy Installations Chesapeake, United States

**Duties**: · The main purpose of this position is to provide support and assistance to the administrative and managerial functions within the Military and Family Support Center. · **Reception and Information and Referral (I&R) Services 50%** · - Serves as MFSC Customer Service D ...
Pharmacy Technician

4 days ago

US Veterans Health Administration Chesapeake, United States

**Duties**: · Total-Rewards-of-an-Allied-Health-VA-Career- · **Pharmacy Technician** · The North Battlefield VA Outpatient Clinic (NBVAOPC) is scheduled to open in November of 2024. Those hired for these positions will be required to work at the VA Medical Center or one of the ot ...

Communications Center Supervisor - Virginia Beach, United States - Professional Hospitality Resources, Inc. and Ocean Beach Club LLC

Description

Call Center Supervisor