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Telecommunications Supervisor

2 months ago

Miami Beach, United States Loews Hotels Full time
Telecommunications Supervisor

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 Guest Service/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 and Universal information
  • Work closely with Star Service to ensure 86 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

General

  • 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

Qualification

  • 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