At Your Service Supervisor
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Key skills for this role
About the Role
Manage guest calls and requests, ensure service quality, assist in training staff, and maintain professional standards in a hospitality environment.
Key Skills for This Role
Responsibilities
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Contact appropriate individual or department to resolve guest call, request, or problem.
- Follow up and ensure that any outstanding requests are resolved.
- Operate telephone switchboard station and monitor busy or unanswered lines.
- Log guest requests, incidents, adjustments and comment cards into computer.
- Assist management in training, scheduling, evaluating, motivating and coaching employees.
Requirements
- Ability to answer, record, and process all guest calls, requests, questions, or concerns.
- Ability to operate telephone switchboard station and monitor busy or unanswered lines.
- Ability to log guest requests, incidents, adjustments and comment cards into computer.
- Ability to assist management in training, scheduling, evaluating, motivating and coaching employees.
- Ability to speak using clear and professional language and answer telephones using appropriate etiquette.
Full Job Posting
Position Summary
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Contact appropriate individual or department to resolve guest call, request, or problem.
- Follow up and ensure that any outstanding requests are resolved.
- Advise guest of any messages received.
- Verify and adjust billing.
- Operate telephone switchboard station.
- Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
- Activate and deactivate guest room message lights.
- Transfer guests with internet access issues to internet service provider's customer support line.
- Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
- Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
- Supply guests with directions and property information.
Additional Responsibilities
- Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
- Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
- Welcome and acknowledge guests according to company standards; anticipate and address guests service needs.
- Speak using clear and professional language; prepare/review written documents accurately and completely.
- Develop and maintain positive working relationships; support team to reach common goals.
- Ensure adherence to quality standards.
- Enter and locate information using computers/ POS systems.
- Stand, sit, or walk for an extended period of time.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
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