Live Fully at Marriott International 1 Leader in HospitalityAt Marriott International you have the opportunity to grow in your career work with teammates that feel like family and help make our world a better place.The Gaylord Texan Resort & Convention Center located at 1501 Gaylord Trail Grapevine TX 76051 is currently hiring a Call Center Manager.Responsibilities include Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence. CANDIDATE PROFILE Education and Experience Bachelor s degree in Business Hospitality or related professional area minimum 3 years experience in a high volume customer service call center with a minimum of 1 year of supervisory experienceOR 2-year graduate degree from an accredited university in Business Hospitality or related professional area minimum 1 year of experience in a high volume customer service call center with 1 year of supervisory experience CORE WORK ACTIVITIES Managing Daily Call Center Activities Manages daily call center operations including staff performance call center productivity and service standards. Provides all Call Center Agents with necessary resources to efficiently complete their daily job. Monitors all call center related systems. Assists Call Center Agents in handling guest complaints and resolving issues. Assisting with Reservations Management Assists with Reservation and Ticketing management duties as required. Acts as the Reservations Manager in his or her absence. Monitors group reservation forecast data. Tracks no-show reservations and processes charges as needed. Checks daily arrivals to ensure all necessary billing instructions are applied to reservations Monitoring Customer Services Goals Assists with the preparation and administration of the call center s operating and capital budgets Monitors call center metrics such as call volume abandonment rates and calls in queue to prepare forecasts and determine daily goals Tracks statistics for current and historical analysis Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program event. Managing and Conducting Human Resource Activities Facilitates initial and ongoing training for the call center staff Assists with interviewing and selecting employees makes suggestions and recommendations as to the hiring firing advancement promotion or any other change of status of other employees are given particular weight. Directs the work of employees including handling employee complaints and executing disciplinary action as appropriate Plans and apportions the work of employees including setting and adjusting their rates of pay and hours of work Provides for the safety and security of the employees or the property Apply now at s jobs.marriott.com marriott jobs 22213935 lang en-us Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc and Great Places to Work Institute among others.Chat engage and follow us on social media. Facebook Twitter LinkedIn InstagramVisit www.marriott.com careers to learn more about our workplace culture and career opportunities.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive people-first culture. We are committed to non-discrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law. Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal state and local law. 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.
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