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Director of Guest the Guest Service Contact Center

Loews Hotels at Universal Orlando is Now Hiring an Experienced Director for their Guest Services Contact Center!

Job Summary

This position directs the operations of the Guest Services Contact Center and is responsible for providing support services for 8+ world class resort hotel properties, ensuring the department operates within the established budgetary parameters and taking an active role in promoting the culture of outstanding customer service. This role will spearhead development, communication, implementation of effective growth strategies and process for future hotels. Additional responsibilities include selection, training, staffing, scheduling and supervising the team members in the department to ensure their ability to provide exceptional service and exceed the expectations of our guests and our hotels while maintaining the abandoned call percentage set for the department. To stay relevant to changing times and places; to provide an experience that is authentically local and genuinely delivered, and so our guests can relax, explore and flourish. To add value and creativity through every interaction with our team members, owners and guests.


« Master's Degree preferred

« Previous experience in a Senior Leadership Role

« Thorough understanding of the Call Management System

« Demonstrated ability to develop and implement successful strategic plan to achieve KPI's

« Proficient in Microsoft Office

« Ability to manage multiple projects toward timely completion

« Effective management, communication, leadership, organizational skills

« Exceptional telephone and guest service skills

« Thorough understanding of call management programs and their applications

« Effective management, organizational and motivational skills

« Excellent verbal, non-verbal and written communication skills

« Advanced conflict resolution skills required

« Ability to work flexible schedule to include weekends and holidays

Job Duties

« Maintain appropriate staffing levels through effective forecasting, recruiting, selection, hiring and training

« Establish appropriate policies and procedures for the departments, designed to provide required levels of service to guests and hotels

« Direct department operations, ensures adherence to Loews Communications and Star Service response requirements and the Loews MET forms

« Manage call distribution system, ensure team member skill sets are created and correct

« Ensure standards and service levels requirements are met

« Pay monthly invoices and perform periodic research of invoices for any discrepancies

« Advanced knowledge of Call Recording Systems (NICE) and ensure procedures are followed in accordance to State law

« Establish and maintains working relationships with all service providers to ensure proper service response such as SPOK, Bright House and Avaya

« Coordinate communication between the Guest Services Contact Canter and the Hotel Star Service departments

« Direct radio dispatch response for all Security and Maintenance activities when the HotSOS system is down

« Attend meetings as necessary to keep up to date on respective hotel related activities / information

« Communicate pertinent information to managers and supervisors in order to maintain effective operation of the department

« Conduct meetings as required to maintain communications with all department personnel; weekly management meetings and biweekly meetings with direct reports

« Resolve guest complaints and requests in accordance to the Loews policies

« Interview, select, train, appraise, coach, counsel and discipline departmental team members according to Loews standards

« Follow New Hire Training and ongoing Star Service Competency program in accordance with hotel policy

« Schedule team members based on arrival and departure patterns to ensure optimum performance of department such as maintaining the call abandoned percentage and exceptional guest service for guests

« Monitor/maintain daily payroll reports/records, maintain labor costs and FTE's within established budgetary limits

« Create and send out all Month End Reports for the Guest Services Contact Center

« Monitor and audit systems such as Xtend, Clarity, Opera, HotSOS and Medallia for accuracy and guest service performance

« Identify trends from the CMS and Agent Productivity reports to identify both individual and department needs, and create training to focus on improving performance

« Oversee supervision of personnel and work assignments to maximize performance

« Determine need for, and conduct appropriate on-going training as required by Loews Hotels corporate training standards

« Create a Leadership Development Path within the department to enable team member's advancement

« Pay the Transient Commission for each hotel weekly and ensure all commission payments are tracked and electronically filed for Accounting audits

« Evaluate individual team member performance, determine areas in need of improvement or requirements for advancement, establish goals, objectives and training needs required to achieve same

« Coach, counsel, retrain personnel as needed in order to ensure acceptable performance

« Develop and maintain the training materials within the department based of the Loews MET forms

« Develop/approve all departmental budgets, weekly forecasts and schedules

« Create the campus budget for Reservation Expense, Group & Transient Commission and the UPRV budget for each hotel

« Establish and ensure adherence to departmental and Loews Hotels guidelines, policies and procedures

« Evaluate changes in guest needs, the hotels guest mix and industry competitive set to recommend appropriate product/service and operational changes necessary to ensure guest and team member satisfaction, while maintaining market dominance and exceptional financial performance

OpenFebruary 28, 2020

CloseJune 07, 2020

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