TB Isle Resort LP is Hiring an At Your Service (PBX) Supervisor Near Miami, FL
Job Details Job Location JW Marriott Turnberry Miami Resort & Spa - Aventura, FL Job Category Hospitality - Hotel Description Scope of Position The At Your Service Supervisor is responsible for supervising and training the agents (PBX Operator) who provide a general service outlet for guests, by eliminating the call around process for any guests' reservations, requirements, complaints or comments, before, during and after a guest stay. He/she will have a complete understanding of AYS and Front Office staff's roles and duties and be able to perform duties at any given time. Position Requirements
Minimum 1-2 years of luxury hotel experience required or equivalent.
Possess outstanding guest services skills, professional presentation, and communication skills.
Handle a multitude of tasks in an intense, ever-changing environment.
Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
Typing skills essential.
Experience in Excel, Word, Outlook, Opera and GXP is a plus.
Operate multi-line switchboard efficiently.
Responsibilities
Supervise, train and coach At Your Service agents.
Approach all encounters with guests and employees in a professional and personalized manner.
Knowledge of hotel emergency procedures.
Possess superior phone etiquette, manners, record keeping and follow-up skills.
Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards.
Offer to handle special arrangements during guest stay; coordinate future visits.
Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay.
Liaison with key departments to ensure optimal performance.
Complete projects in a timely manner as required by Front Office Management.
Develop strong team spirit among co-workers and related departments.
Maintain confidentiality of all guest information and pertinent hotel data.
Perform other duties as required by my management.
Education
High school diploma: 2-year college degree preferred.
Skills and Abilities
Ability to communicate in the English language. Second language is a plus.
Strong problem solving and analytical abilities.
Ability to meet deadlines and work under pressure.
Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
Physical Requirements
On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
Intermittently twist to reach equipment or supplies surrounding desk.
Use the telephone and computer keyboard daily.
Must be physically fit to lift, pull, and push items up to 50 pounds.
Also requires standing/walking/reaching and bending throughout shift.