Telecommunications Supervisor

A 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 Specific

• Supervises daily activities of Star Service Agents, assigns work to maximize performance.
• Follows New Hire Training and ongoing Star Service Competency programs in accordance with Loews policy
• Coaches, counsels and retrains personnel as needed to ensure maximum performance
• Operates multi-line equipment
• Research the Market Metrix surveys and post results daily
• Update Xtend with new team members, complete changes as needed, audit quarterly for accuracy
• Update Notes of the Day for the team members with important hotel information.
• Work closely with Star Service and Housekeeping to ensure items are recorded and communicated with the team
• Communicate Pool Closing and Openings with the team
• Oversee the emergency procedures for fire alarm, bomb threats and prank phone calls when the management team is not available
• Complete daily shift notes for the department with detailed information regarding the shift and staffing levels
• Completes phone blasts to guest rooms for hotel groups, and communicates outages such as water and power
• Organize and monitor breaks and lunches for the team members
• Order office supplies for the department
• Helps with the team members annual reviews
• Answers phones in a polite professional manner
• Uses computer to verify identity/room number of guest being called
• Directs calls to appropriate extension
• Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments
• Provides accurate directions to hotel from major inbound locations
• Answers questions regarding hotel functions and facilities
• Transmits messages via computer, two way radio and digital pager
• Receives, processes wake-up calls, room service orders and guest requests
• Performs wake-up call functions
• Serves as communication hub during Emergency Procedures
• Monitors timelines of Star Service Delivery
• Monitors operation of call accounting equipment to ensure proper application of charges and collection of revenues

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards
• Other duties as assigned

Qualification

• High School diploma or equivalent
• One plus year(s) experience as a Supervisor in a high volume hospitality environment
• Excellent telephone, radio dispatch and guest service skills
• Ability to handle multiple lines while maintaining efficient operation
• Ability to operate basic office equipment
• Basic Computer skill knowledge
• Ability to work a flexible schedule to include weekends and holidays