Telecommunications Supervisor

Telecommunications SupervisorA 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 SpecificSupervises daily activities of Guest Service/Star Service Agents, assigns work to maximize performanceFollows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policyCoaches, counsels and retrains personnel as needed to ensure maximum performanceOperates multi-line equipmentResearch the Market Metrix surveys and post results dailyUpdate Xtend with new team members, complete changes as needed, audit quarterly for accuracyUpdate Notes of the Day for the team members with important hotel and Universal informationWork closely with Star Service to ensure 86 items are recorded and communicated with the teamCommunicate Pool Closing and Openings with the teamOversee the emergency procedures for fire alarm, bomb threats and prank phone calls when the management team is not availableComplete daily shift notes for the department with detailed information regarding the shift and staffing levelsCompletes phone blasts to guest rooms for hotel groups, and communicates outages such as water and powerOrganize and monitor breaks and lunches for the team membersOrder office supplies for the departmentHelps with the team members annual reviewsAnswers phones in a polite professional mannerUses computer to verify identity/room number of guest being calledDirects calls to appropriate extensionRecords messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departmentsProvides accurate directions to hotel from major inbound locationsAnswers questions regarding hotel functions and facilitiesTransmits messages via computer, two way radio and digital pagerReceives, processes wake-up calls, room service orders and guest requestsPerforms wake-up call functionsServes as communication hub during Emergency ProceduresMonitors timelines of Star Service DeliveryMonitors operation of call accounting equipment to ensure proper application of charges and collection of revenuesGeneralPromotes and applies teamwork skills at all timesNotifies appropriate individual promptly and fully of problems and/or unusual matters of significanceIs polite, friendly, and helpful to guests, management and fellow employeesExecutes emergency procedures in accordance with hotel standardsComplies with required safety regulations and proceduresAttends appropriate hotel meetings and training sessionsMaintains cleanliness and excellent condition of equipment and work areaComplies with hotel standards, policies and rulesRecycles whenever possibleRemains current with hotel information and changesComplies with hotel uniform and grooming standardsOther duties as assignedQualificationHigh School diploma or equivalentOne plus year(s) experience as a Supervisor in a high volume hospitality environmentExcellent telephone, radio dispatch and guest service skillsAbility to handle multiple lines while maintaining efficient operationAbility to operate basic office equipmentBasic Computer skill knowledgeAbility to work a flexible schedule to include weekends and holidays