Telecommunications Supervisor
2 weeks ago
A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.
Responsibilities include supervising and performing the following functions: answering incoming/in-house phone lines, directing calls and/or taking messages, coordinating communication among hotel personnel, assisting guests in completing outside calls, receiving and performing wake-up calls for guests, maintaining records and/or files of all communication and activities. Running the daily shift and assigning lunch breaks.
Job Specific
- Supervises daily activities of Star Service Agents, assigns work to maximize performance.
- Follows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policy
- Coaches, counsels and retrains personnel as needed to ensure maximum performance
- Operates multi-line equipment
- Research the Market Metrix surveys and post results daily
- Update Xtend with new team members, complete changes as needed, audit quarterly for accuracy
- Update "Notes of the Day" for the team members with important hotel information.
- Work closely with Star Service and Housekeeping to ensure items are recorded and communicated with the team
- Communicate Pool Closing and Openings with the team
- Oversee the emergency procedures for fire alarm, bomb threats and prank phone calls when the management team is not available
- Complete daily shift notes for the department with detailed information regarding the shift and staffing levels
- Completes phone blasts to guest rooms for hotel groups, and communicates outages such as water and power
- Organize and monitor breaks and lunches for the team members
- Order office supplies for the department
- Helps with the team members' annual reviews
- Answers phones in a polite professional manner
- Uses computer to verify identity/room number of guest being called
- Directs calls to appropriate extension
- Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments
- Provides accurate directions to hotel from major inbound locations
- Answers questions regarding hotel functions and facilities
- Transmits messages via computer, two way radio and digital pager
- Receives, processes wake-up calls, room service orders and guest requests
- Performs wake-up call functions
- Serves as communication hub during Emergency Procedures
- Monitors timelines of Star Service Delivery
- Monitors operation of call accounting equipment to ensure proper application of charges and collection of revenues
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management and fellow employees
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
- Other duties as assigned
- High School diploma or equivalent
- One plus year(s) experience as a Supervisor in a high volume hospitality environment
- Excellent telephone, radio dispatch and guest service skills
- Ability to handle multiple lines while maintaining efficient operation
- Ability to operate basic office equipment
- Basic Computer skill knowledge
- Ability to work a flexible schedule to include weekends and holidays
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Telecommunications Supervisor
2 weeks ago
Miami Beach, United States Loews Hotel & Resorts Full timeSupervises daily activities of Star Service Agents, assigns work to maximize performance. Follows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policy. Coaches, counsels and retrains personnel as needed to en Communications, Telecommunications, Supervisor, Communication, Telecom, Hotel, Business Services
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Telecommunications Supervisor
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