Marriott Careers

Assistant Manager NE (Call Center)

Nashville, Tennessee; Hendersonville, Tennessee; Murfreesboro, Tennessee; Smyrna, Tennessee; Columbia, Tennessee; Brentwood, Tennessee; Franklin, Tennessee; Goodlettsville, Tennessee
Reservations


 

Check out pictures from associates at this location, and some videos too!

Posting Date Jan 22, 2020
Job Number 19172180
Job Category Reservations
Location Gaylord Opryland Resort & Convention Center, 2800 Opryland Drive, Nashville, Tennessee, United States VIEW ON MAP
Brand Gaylord Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a “consider it done” spirit to work. In return, you’ll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change? Take the initiative. Enjoy the Rewards.

JOB SUMMARY


Manage 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.


cookie preferences