Assistant Manager Call Center Gaylord Opryland Resort Convention Center 15000YEA
Position Type:
Full-time
Type:
Hotel
Type:
Management
It's a powerful feeling, to belong. It's that moment you feel truly and completely yourself. It's working with a team you call family. At Gaylord Hotels we know that when you feel at home, you'll make our guests feel at home. And it's why so many of our STARS come for a job, but stay for a career. If this sounds like the place for you, join us.
Gaylord Opryland Resort & Convention Center located at 2800 Opryland Drive, Nashville, TN, 37214 is currently hiring a Assistant Manager Call Center.
Responsibilities include:
Manages the daily activities of the Call Center to ensure that guests and potential guests receive efficient and effective telephone service.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Managing Call Center Activities
Manages the daily activities of the Call Center operation including Call Center productivity, call monitoring, scheduling and call volume forecasting.
Monitors the daily activities and performance of all Call Center staff
Assists with the maintenance of the work order system.
Prepares weekly Call Center schedule based on forecasted volume trends for all skill sets.
Supervises administrative tasks including time and attendance records, labor reports and user ID maintenance.
Act as the Manager on Duty during assigned shifts.
Implementing Exceptional Customer Service
Assists Call Center Agents in handling guest complaints and resolving issues.
Monitors Call Center metrics, prepare reports related to call volume, talk time, calls in queue and response time and standardize procedures to ensure efficiency.
Enforces Call Center Agents utilize the appropriate verbiage and selling techniques, generates work order tickets for service deficiencies and promotes package and room sales.
Assists with the maintenance of the work order system.
Conducting Human Resources Activities
Interviews, selects and trains associates
Sets and adjusts associates rates of pay and hours of work.
Directs the work of associates.
Appraises employee's productivity and efficiency for the purpose of recommending promotions or other changes in status
Handles employee complaints and executes disciplinary action as needed.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Provides for the safety and security of the associates or the property
Controls the flow and distribution of materials or merchandise and supplies.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
To submit your application for this job, please go to:
https://marriott.taleo.net/careersection/2/jobsearch.ftl?lang=en
To search all jobs or learn more about careers with Gaylord Hotels: www.marriott.com/careers
Gaylord Hotels is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com.Estimated Salary: $20 to $28 per hour based on qualifications.
Full-time
Type:
Hotel
Type:
Management
It's a powerful feeling, to belong. It's that moment you feel truly and completely yourself. It's working with a team you call family. At Gaylord Hotels we know that when you feel at home, you'll make our guests feel at home. And it's why so many of our STARS come for a job, but stay for a career. If this sounds like the place for you, join us.
Gaylord Opryland Resort & Convention Center located at 2800 Opryland Drive, Nashville, TN, 37214 is currently hiring a Assistant Manager Call Center.
Responsibilities include:
Manages the daily activities of the Call Center to ensure that guests and potential guests receive efficient and effective telephone service.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Managing Call Center Activities
Manages the daily activities of the Call Center operation including Call Center productivity, call monitoring, scheduling and call volume forecasting.
Monitors the daily activities and performance of all Call Center staff
Assists with the maintenance of the work order system.
Prepares weekly Call Center schedule based on forecasted volume trends for all skill sets.
Supervises administrative tasks including time and attendance records, labor reports and user ID maintenance.
Act as the Manager on Duty during assigned shifts.
Implementing Exceptional Customer Service
Assists Call Center Agents in handling guest complaints and resolving issues.
Monitors Call Center metrics, prepare reports related to call volume, talk time, calls in queue and response time and standardize procedures to ensure efficiency.
Enforces Call Center Agents utilize the appropriate verbiage and selling techniques, generates work order tickets for service deficiencies and promotes package and room sales.
Assists with the maintenance of the work order system.
Conducting Human Resources Activities
Interviews, selects and trains associates
Sets and adjusts associates rates of pay and hours of work.
Directs the work of associates.
Appraises employee's productivity and efficiency for the purpose of recommending promotions or other changes in status
Handles employee complaints and executes disciplinary action as needed.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Provides for the safety and security of the associates or the property
Controls the flow and distribution of materials or merchandise and supplies.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
To submit your application for this job, please go to:
https://marriott.taleo.net/careersection/2/jobsearch.ftl?lang=en
To search all jobs or learn more about careers with Gaylord Hotels: www.marriott.com/careers
Gaylord Hotels is consistently recognized as an employer of choice around the globe by FORTUNE and Working Mother magazines, DiversityInc, Great Places to Work Institute, and the CRF institute among others. Visit our newsroom to learn more: news.marriott.com.Estimated Salary: $20 to $28 per hour based on qualifications.
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