Additional Information: This hotel is owned and operated by an independent franchisee, Aqua-Aston Hospitality. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

JOB SUMMARY

Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center’ s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence.

CANDIDATE PROFILE

Education and Experience

• Bachelor’s degree in Business, Hospitality or related professional area; minimum 3 years’ experience in a high-volume customer service call center with a minimum of 1 year of supervisory experience

OR

• 2-year graduate degree from an accredited university in Business, Hospitality or related professional area; minimum 1 year of experience in a high-volume customer service call center with 1 year of supervisory experience

CORE WORK ACTIVITIES

Managing Daily Call Center Activities

• Manages daily call center operations including staff performance, call center productivity and service standards.

• Provides all Call Center Agents with necessary resources to efficiently complete their daily job.

• Monitors all call center related systems.

• Assists Call Center Agents in handling guest complaints and resolving issues.

Assisting with Reservations Management

• Assists with Reservation and Ticketing management duties as required.

• Acts as the Reservations Manager in his or her absence.

• Monitors group reservation forecast data.

• Tracks no-show reservations and processes charges as needed.

• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.

Monitoring Customer Services Goals

• Assists with the preparation and administration of the call center’s operating and capital budgets.

• Monitors call center metrics such as call volume, abandonment rates and calls in queue to prepare forecasts and determine daily goals.

• Tracks statistics for current and historical analysis.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

Managing and Conducting Human Resource Activities

• Facilitates initial and ongoing training for the call center staff.

• Assists with interviewing and selecting employees; makes suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees are given particular weight.

• Directs the work of employees, including handling employee complaints and executing disciplinary action as appropriate.

• Plans and apportions the work of employees, including setting and adjusting their rates of pay and hours of work.

• Provides for the safety and security of the employees or the property.

JOB REQUIREMENTS

CANDIDATE PROFILE

Education and Experience

• Bachelor’s degree in Business, Hospitality or related professional area; minimum 3 years’ experience in a high-volume customer service call center with a minimum of 1 year of supervisory experience

OR

• 2-year graduate degree from an accredited university in Business, Hospitality or related professional area; minimum 1 year of experience in a high-volume customer service call center with 1 year of supervisory experience

This company is an equal opportunity employer.

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