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Assistant Customer Service Manager in Las Vegas at Diamond Resorts

Date Posted: 1/2/2019

Job Snapshot

Job Description

JOB SUMMARY

The Hospitality Management Supervisor is responsible for the day to day operations and development of team members while providing consistent, positive, professional, and timely responses to queries, issues, and complaints raised by members, owners, guests by all communication forums and arenas. This is a key position in the department, and will be responsible for all end of day reports, stats, and to assign all daily tasks.

ESSENTIAL JOB FUNCTIONS

  • Maintains a working knowledge of current social media operations, provides feedback to improve business and Company social media presence and monitors social media site as directed by management.
  • Communicates corporate, department, and team issues monthly so the team is fully aware of vision, goals, Company changes, current procedures, and service levels.
  • Supports Company best practices in relation to our brand values.
  • Creates and produces relevant data and reports to present to management team on department activities. Identities additional reporting requirements in order to support business changes and provide an overview of operations, including daily mid-day and end of day reports.
  • Develops, motivates, and generates a positive and accountable customer service media team through side by side coaching, monitoring communication, observations, and providing constructive feedback and praise.
  • Monitors the operation to ensure service levels and response rates are achieved.
  • Uses team resources effectively and efficiently.
  • Ensures every issue is processed timely and effectively.
  • Creates, organizes, and issues weekly and monthly shift schedules to cover team responsibilities.
  • Completes annual performance reviews with each team member and ad hoc coachings as needed. Prepares meeting notes, maintains, copies, and provides to team members.
  • Conducts regular weekly team meetings. Additional team briefings may be appropriate. Maintains meeting notes.
  • Identifies training and development needs of team members and department.
  • Develops and mentors team members to be able to process all responsibilities and current issues timely and efficiently.
  • Takes ownership of individual issues from inception to resolution, irrespective of content, by all communication methods.
  • Analyzes daily, weekly, monthly, and annual performance statistics of team to identify the service levels achieved and how improvements can be made and maintained.
  • Responsible for time keeping records (timesheets) and recording absences (sick, vacation, FMLA, etc.).
  • Interviews, hires, coaches, and counsels team members, holding agents accountable to required service level on cases for any assignments.
  • Develops and administers training on department processes and procedures.
  • Administers and processes ad hoc member benefits and associated tasks.
  • Ensures all relevant entries are recorded on Company databases daily and report on statistics.
  • Handles escalated issues immediately to ensure they are proactively addressed and resolved.
  • Assists and supports the day to day department activities.
  • Researches all areas of Company operations to ensure all team members are able to respond to member queries.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.


EDUCATION

  • Associate degree or equivalent experience in related field.



EXPERIENCE

  • A minimum two (2) years of experience in the hospitality management and/or customer service field required.
  • A minimum one (1) year of supervisory experience in the hospitality management and/or customer service field required.



SUPERVISORY RESPONSIBILITIES

This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge.

Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.

Specific supervisory duties include, but are not limited to the following:

  • Determines and creates policies, procedures and manuals for direct reports.
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report's performance.
  • Recruits, interviews, trains, disciplines, and terminates direct reports.
  • Orientates and trains direct reports.
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provides assistance and support; maintains a positive and professional working environment.


LICENSE & CERTIFICATIONS

  • This position does not require licenses or certifications.


SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

  • Ability to understand business logic, corporate structure, and branding objectives.
  • Attention to detail.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.

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