What are the responsibilities and job description for the Contact Center Supervisor | GRACE position at Schulte Hospitality Group?
Schulte Hospitality Group is seeking a dynamic, service-oriented Contact Center Supervisor to join our team! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!
What’s In It For You? When You Join SHG You’ll Be Part Of a Team Committed To An Inclusive, Employee-focused Workplace That Is Invested In Your Development. We Want You To Feel Engaged, Empowered, And Excited To Grow With Us. After All, We Believe Our Greatest And Most Valuable Asset Is Our People! SHG Provides a Rewarding, Fun And Flexible Work Environment, Exciting Perks, An Atmosphere Designed To Encourage And Promote Career Growth Within The Company And a Robust Benefit Package Including, But Not Limited To
Work Today, Get Paid today, with Daily Pay!
Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
Multiple Health Insurance and Life Insurance options
401k Plan Company Match
Paid Time Off
Holiday Pay
Pet Insurance
Employee Assistance Program
Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships more!
Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.
Job Duties And Responsibilities
- This position requires open availability.
What’s In It For You? When You Join SHG You’ll Be Part Of a Team Committed To An Inclusive, Employee-focused Workplace That Is Invested In Your Development. We Want You To Feel Engaged, Empowered, And Excited To Grow With Us. After All, We Believe Our Greatest And Most Valuable Asset Is Our People! SHG Provides a Rewarding, Fun And Flexible Work Environment, Exciting Perks, An Atmosphere Designed To Encourage And Promote Career Growth Within The Company And a Robust Benefit Package Including, But Not Limited To
Work Today, Get Paid today, with Daily Pay!
Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
Multiple Health Insurance and Life Insurance options
401k Plan Company Match
Paid Time Off
Holiday Pay
Pet Insurance
Employee Assistance Program
Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships more!
Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.
Job Duties And Responsibilities
- Process all reservation requests, including changes and cancellations by phone, chat messaging, fax or other channels for all properties in an efficient, accurate and courteous way.
- Determine callers needs through active listening and using probing questions to satisfy and sell to those needs.
- Maintain a complete knowledge of each property to effectively sell the hotel and its services.
- Maintain an ongoing knowledge of various brand programs and initiatives.
- Must be able to speak to various brands and answer general brand questions.
- Must have the ability to handle guest service issue with proper resolution.
- Answer questions from staff and provide guidance and feedback
- Anticipate escalations and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Ensure standards, policies, and procedures are understood and followed
- Keep management informed on issues and problems
- Perform other duties as assigned to meet business objectives
- Minimum of High School education, post-high school education preferred
- Minimum of 2 year in customer service role or sales experience preferred
- Able to develop and deliver effective training
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work calmly under pressure manage time well, meet imposed deadlines and be flexible
- Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office and all other appropriate PC applications. **
- Proven call quality scores
- Must have the ability to provide constructive feedback and coach agents on proper selling techniques as required
- Must have effective listening skills
- Must be able to clearly communicate ideas and information using both verbal and written channels
- Analytical approach to problem solving
- Ability to manage time well and be flexible
- Ability to work nights, overnights, and weekends
- The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company’s Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.
- Schulte Hospitality Group is an Equal Opportunity Employer.
