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

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
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