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in Miami Beach, FL
Telecommunications Supervisor
•2 days ago
Estimated Pay | $60 per hour |
---|---|
Hours | Full-time, Part-time |
Location | Miami Beach, Florida |
About this job
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 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
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