Communications Center Supervisor

4 weeks ago


Virginia Beach Virginia, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time
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 department’s specifications.

Use the department’s 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/PHR’s 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:
TypeQualification

EducationHigh School attendant or High School Graduate

ExperiencePrevious multi-line phone operator experience preferred.

SkillKnowledge of multi line phone system

SkillPleasant and professional speaking voice



  • Virginia Beach, United States City of Virginia Beach Virginia Full time

    The Virginia Beach Convention Center exists to facilitate successful experiences by offering a full range of high-quality services and amenities for conventions, professional trade shows, consumer shows and community events. The right candidate for t Operations Supervisor, Operations, Supervisor, Equipment, Maintenance, Manufacturing, Facility


  • Virginia Beach, United States Virginia Beach Healthcare & Rehabilitation Center Full time

    Virginia Beach Healthcare & Rehabilitation Center - Nursing is what we do! Virginia Beach Healthcare & Rehabilitation Center is currently seeking an 3-11 RN House Supervisor for our 180 bed skilled nursing and rehabilitation center in Virginia Beach. We're looking for caring, warm-hearted nurses who are seeking an opportunity to do meaningful work, an...

  • RN Supervisor

    6 days ago


    Virginia Beach, United States Medical Facilities of America Full time

    We Welcome Open Interview on Wednesday from 11:30am-5:00pm!! Night Supervisor! Nursing is what we do! Princess Anne Health & Rehabilitation Center is currently seeking an RN House Supervisor for our 120 bed skilled nursing and rehabilitation center in Virginia Beach.Currently offering a Sign on bonus! We're looking for caring, warm-hearted RN nurses who are...

  • Clinical Supervisor

    9 hours ago


    Virginia Beach, United States Avenues Recovery Full time

    Job DescriptionJob DescriptionWho We AreAvenues Recovery Center is a nationwide network of drug and alcohol rehab centers with fourteen locations across six states. With an unrivaled, evidence - based clinical curriculum and highly individualized care, Avenues continues to set new standards in the world of addiction treatment. Our programs - spanning detox,...


  • Virginia Beach, United States Dollar Bank Full time

    Job Overview: Become a part of the diverse, service-oriented team that is Dollar Bank, the nations 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 Banker Supervisor works to achieve a large part of this mission by providing...


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

    Overview: The heartbeat for the hotel, the Communications Agent is responsible for courteous and responsive interaction over the phone or chat with guests, future guests, and internal departments, showing a genuine sense of interest and concern. Agents are knowledgeable on the information and the systems required to provide excellent guest service,...

  • Restaurant Supervisor

    2 weeks ago


    Virginia Beach, United States Moliar Hospitality Full time

    Benefits: Dental insurance Employee discounts Flexible schedule Health insurance Vision insurance  Restaurant Supervisor  Calypso Bar and Grill is a high-volume, fast casual bar and restaurant located at the Virginia Beach Oceanfront. We are seeking an outgoing service industry professional with year(s) of...

  • Restaurant Supervisor

    4 weeks ago


    Virginia Beach, United States Moliar Hospitality Full time

    Job DescriptionJob DescriptionBenefits:Dental insuranceEmployee discountsFlexible scheduleHealth insuranceVision insuranceRestaurant SupervisorCalypso Bar and Grill is a high-volume, fast casual bar and restaurant located at the Virginia Beach Oceanfront. We are seeking an outgoing service industry professional with year(s) of experience in guaranteeing...


  • Virginia Beach, United States Autism Society Tidewater Virginia Full time

    Company DescriptionThe Autism Society Tidewater Virginia is a local affiliate of the nation's oldest leading grassroots Autism organization, the Autism Society, which empowers everyone in the Autism community with the resources needed to live fully. The organization provides supports and services throughout the lifespan, including education and advocacy...


  • Virginia Beach, United States Autism Society Tidewater Virginia Full time

    Company DescriptionThe Autism Society Tidewater Virginia is a local affiliate of the nation's oldest leading grassroots Autism organization, the Autism Society, which empowers everyone in the Autism community with the resources needed to live fully. The organization provides supports and services throughout the lifespan, including education and advocacy...


  • Virginia Beach, United States Autism Society Tidewater Virginia Full time

    Company DescriptionThe Autism Society Tidewater Virginia is a local affiliate of the nation's oldest leading grassroots Autism organization, the Autism Society, which empowers everyone in the Autism community with the resources needed to live fully. The organization provides supports and services throughout the lifespan, including education and advocacy...


  • Virginia Beach, United States Autism Society Tidewater Virginia Full time

    Job DescriptionJob DescriptionAbout usThe Autism Society Tidewater Virginia is a local affiliate of the nation's oldest leading grassroots Autism organization, the Autism Society, which empowers everyone in the Autism community with the resources needed to live fully. The organization provides supports and services throughout the lifespan, including...


  • Virginia Beach, Virginia, United States Premier Early Childhood Education Partners Full time

    Sunnybrook Day School is a licensed childcare center seeking a Center DirectorVirtual interview with Regional Director (60 minutes)Virtual Interview with Regional Vice President or Chief Operating Officer (60 minutes)Oversee the day-to-day center operations in line with our early childhood philosophy.Be a sales advocate for the center and successfully drive...


  • Virginia Beach, United States Dollar Bank Full time

    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 Banker Supervisor works to achieve a large part of this mission by providing...


  • Virginia Beach, Virginia, United States Oak View Group Full time

    Overview: This position is committed to providing World Class Service for all Sandler Center for the Performing Arts events.  The Event Security position is responsible for ensuring the safety and security for all events.  Special security assignments may be available during non-event days/nights.  The security team is a provider of direct service to our...

  • Taco Bell

    5 days ago


    Virginia Beach, United States Taco Bell Full time

    Taco Bell Great Neck is currently hiring a full time or part time Restaurant Supervisor for our Virginia Beach, VA location. A Restaurant Supervisor should not only supervise their team but lead it to acheive their goals. A Restaurant Supervisor will assist in the planning and management at Taco Bell Great Neck in order to achieve customer satisfaction,...


  • Virginia Beach, United States Association for Research and Enlightenment Inc Full time

    Job DescriptionJob DescriptionDescription:Job Overview:To provide excellent, individualized customer service to clients and guests, handle inquiries, schedule appointments, maintain financial and client history records, and serve the clients of A.R.E. Health Center and the guests of the A.R.E.Evening and weekend availability required.Responsibilities...


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

    Overview: Supervise and work together with the line level staff in the daily operations of the Valet, bell and door areas to achieve customer satisfaction, quality service, and financial goals and to maintain compliance with corporate/franchise policies and procedures, and applicable federal, state and local regulations. Responsibilities: Responsibilities...


  • Virginia Beach, United States City of Virginia Beach, VA Full time

    The City of Virginia Beach Department of Human Services is seeking to hire a Pretrial Probation Supervisor with at least four (4) years of experience in the Human Services/ Criminal Justice field. The preferred candidate should have experience in training, coaching, and staff management with the local Probation and Pretrial Services. Duties: * Interpret...

  • Taco Bell

    4 days ago


    Virginia Beach, United States Seasoned Full time

    Taco Bell Great Neck is currently hiring a full time or part time Restaurant Supervisor for our Virginia Beach, VA location. A Restaurant Supervisor should not only supervise their team but lead it to acheive their goals. A Restaurant Supervisor will assist in the planning and management at Taco Bell Great Neck in order to achieve customer satisfaction,...