PBX Supervisor

Front Desk

Full-time

JOB DESCRIPTION

Supports the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone. Address and resolve any problems in an efficient and timely manner through the optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Job Description

* Ensure guest requests and issues are logged.

* Ensure all PBX equipment is in proper working condition and department and PBX rooms are clean.

* Supervise staffing levels to ensure guest service, operational needs and financial objectives are met.

* Participate as needed in the investigation of associate and guest accidents.

* Continuously interact with customers to obtain feedback on quality of product, service levels and overall satisfaction.

* Empowers associates to provide excellent customer service. Ensure associates understand expectations and parameters.

* Participate in hospitality audits for associates and give appropriate feedback to improve individual hospitality skills.

* Review comment cards and guest satisfaction results with associates. Participate in the development and implementation of corrective action plans.

* Effectively utilize Brand program to ensure a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

* Use all available on-the-job training tools for associates; supervise on-going training initiatives and conduct training when appropriate.

* Actively solicit associate feedback, utilize an “open door” policy and review associate satisfaction results to identify and address associate problems or concerns.

* Assist in monitoring of the same-day selling procedure to maximize room revenue and control of hotel occupancy.

* Understand the impact of department’s operations on the overall hotel financial goals and objectives and manage to achieve or exceed goals.

* Comply with attendance rules and be available to work on a regular basis.

* Perform any other job related duties as assigned.

Experience, Skills and Knowledge

* Minimum 2 years of room division experience, preferably at Front Desk or PBX.

* High School Diploma required.

* Must possess thorough knowledge of all PBX operations and individual job requirements.

* Computer literacy a must.

* Able to resolve guest, supervisor, and associate conflicts.

* Manage multiple tasks at all times and have excellent organizational skills.

* Must be able to sit at a desk for up to 8 hours at a time with or without reasonable accommodation.

* General knowledge of local area attractions and transportation.

* Track all guest issues from various sources and report results. Identify trends for resolution.

* Command of the English language both written and verbal.