Guest Services Contact Center Assistant Manager

Loews Hotels Orlando , FL 32801

Posted 2 weeks ago

Located just outside the Universal Orlando theme parks, our Lakewood Regional Support Facility serves as the central operation for all our on-site hotels. Lakewood provides resources to the hotels for various departments, including Human Resources, Purchasing, Accounting, Security, Group Reservations, Telecommunications, Technology and Laundry.

To Operate as a leader in the Guest Contact Center with an emphasis on service delivery from pre-arrival reservation through on-site stay. Manager to ensure efficiency, effectiveness and quality service. Help to provide timely and accurate information to the Regional Office and hotels regarding trending and service KPIs. Responsibility includes the training, Quality Assurance and management of Guest Contact Center resources to maximize service delivery and minimize expenses.

Essential Functions and Responsibilities

  • Help to maintain the quality of the Guest Contact Center

  • Maintain Guest Service levels based on the department goals

  • Direct the Guest Contact Center team on pre-arrival sales and service excellence

  • Participate in design of call monitoring formats and quality standards

  • Perform call monitoring and provide trend data to department director

  • Use quality monitoring data management system to compile and track performance at team and individual level

  • Provide actionable data to various internal support groups as needed

  • Coordinate and facilitate call calibration sessions for call center staff

  • Provide feedback to call center team leaders and managers

  • Ensure that all team members are informed of trends, new policies, and department procedures

  • Handle all major guest complaints

  • Maintain all Loews standards

  • Ensure each team member has the knowledge and information to effectively execute their responsibilities

  • Responsible for achieving goals for call volume, conversion, talk time, abandonment, room service and room revenue, shop scores and incentives

  • May be required to work varying schedules to reflect business needs of the hotels

  • Requited to attend all training sessions and meetings

  • Ability to perform "Physical Requirements" as explained below

  • Regular attendance in conformance with standards

  • Troubleshoot any reservation challenges that may arise until a resolution is found

  • Maintain a prompt response on all Preferred Desk Voicemail, email and fax

  • Maintain a neat and organized Call Center

  • Other duties as assigned

Supportive Functions and Responsibilities

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

  • Other duties as assigned



  • Must be a proven leader, able to advocate new ideas, set an example for co-workers, delegate responsibility, empower associates to make sound decisions and provide constructive feedback to other

  • Working knowledge of Loews Hotels CRO systems and policies

  • Team centered, customer focused and enjoys problem solving

  • Commitment to high level of service delivery, doing whatever is necessary to ensure customer satisfaction, deal with service failure and prioritize customer needs

  • Excellent English communication skills, verbal and written, with Home Office, Hotels and Staff

  • Strong motivational skills, enthusiastic, promote friendly work environment

  • Able to control one's own time, is detail oriented with excellent follow through

  • Ability to make sound decisions with minimal supervision/information given.

  • Self-starter with ability to handle multiple tasks simultaneously

  • Customer Service Manage difficult real time customer situations, Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to request for service and assistance; Meets commitments

  • Interpersonal Skills Focuses on solving conflict, not blaming, Maintains confidentiality; Listens to others without interruption; Keeps emotions under control; Remains open to others 'ideas and tries new things

  • Oral Communication Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings

  • Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information

  • Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to other' views; Gives and welcomes feedback; Contributes to building appositive team spirit; Puts success of team above own interest; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed

  • Visionary Leadership- Displays passion and optimism; Inspires respect and trust; Mobilize others to fulfill the vision; Provides vision and inspiration to peers and subordinates

  • Change Management Communicate changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results

  • Delegation Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results

  • Leadership Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions an opinions of others; Accepts feedback from others; Gives appropriate recognition to others

Education: College degree or equivalent required

Experience: Minimum three years progressive hotel management / reservations / CRO experience

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Guest Services Contact Center Assistant Manager

Loews Hotels