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PBX Supervisor in Winter Garden, FL at Diamond Resorts

Date Posted: 8/23/2018

Job Snapshot

Job Description

JOB SUMMARY   
Under general supervision, the PBX Supervisor is responsible for providing the highest level of guest satisfaction while assisting the Front Desk Manager in oversight of PBX operations.

ESSENTIAL JOB FUNCTIONS
  • Effectively handle incidents and guest concerns in a timely and professional manner to ensure high levels of gust satisfaction.  Alert management team of potential serious issues.
  • Ensure Quality Assurance Standards of Hospitality are provided to all members, owners, and guests on property and/or via telephone.
  • Check in arriving guests and check out departing guests.
  • Follow through on requests and/or concerns in a timely manner.
  • Maintain necessary hard copies of paperwork of all daily operations and file, as needed.
  • Communicate with all internal departments including Front Desk, Housekeeping, Engineering, and Security, as needed, via telephone and e-mail.
  • Compute billing charges, collect payments, and provide change.
  • Ensure all pending arrival information is accurate (i.e. check rates, and prepare for upcoming arrival packets with necessary materials and information).
  • Complete PBX Agent checklist.
  • Perform property and room inspections, as required.
  • Ensure department policies and procedures are being followed including billing reconciliation.
  • Monitor progress and completion of work assignments by PBX or Front Desk personnel.
  • Make recommendations to management regarding development and corrective active of team members.
  • 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
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of six (6) months of experience in the customer service field required.
  • No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
This position provides immediate supervision to direct reports.  Oversees and controls the work performance of others in a close working relationship, often in the same room or close proximity.  A portion of the time may be spent performing individual tasks similar to those performed by direct reports.  May participate in the interview, selection, and training processes as assigned.  May be responsible for assigning work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management.

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:
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • 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.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.
  • Intermediate math skills.
  • Cash handling skills (the ability to count currency, make and count back change).