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PBX Supervisor
The Whitley, A Luxury Collection
US - GA - Atlanta
PBX Supervisor
The Whitley, A Luxury Collection
 
Atlanta
GA
30326
12/2/17 9:00 AM
1/1/18
Hotel/Resort
Administration, Rooms - Reservations
No
 
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.

Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
See description above.
 
USD
https://recruiting.adp.com/srccsh/public/RTI.home?r=5000288322706&c=1098041&d=ExternalCareerSite&rb=???

HEI views our associates as our greatest resource, and we hire and develop the best. We have a culture of winning, we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving, yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial spirit are evident; initiative and results are rewarded.

Our people know they're in on the ground floor of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long - term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.

An engaging, high-energy environment, HEI presents a rare career opportunity: the chance to shape a powerful leader in the hospitality industry.



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.

Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.
HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled