Marriott Careers

Assistant Manager NE (Call Center)

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


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.


Manage the daily activities of the Call Center to ensure that guests and potential guests receive efficient and effective telephone service.


Education and Experience

• High school diploma or GED; 2 years’ experience in the guest services, front desk, or related professional area.


• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.


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.

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