Blue Line Supervisor

Blue Diamond Resorts is made up of passionate people making vacation dreams come true – from the moment guests step through the lobby doors to the time they return home

It is the Blue Line Supervisor's responsibility to oversee and execute day-to-day operations, ensuring an effective response to guest requests and/or complaints, coordinates with other departments in ensuring a service experience by addressing requests and issues in a coordinated and effective manner. They constantly follow up on requests and complaints, collect data for analysis, and provide constructive feedback to continuously improve service processes

Description of Responsibilities:

• Together with the Manager, responsible for the Blue Line/Start Line departments.
• Comply with the strategy to ensure compliance with the established KPIs.
• Proactively make suggestions to improve guest satisfaction.
• Participate in the meetings of departmental managers to which he/she is summoned for operational and administrative management.
• Acknowledge and comply with the standards established by Marriott as well as the type of memberships existing in the Marriott Bonvoy program.
• Acknowledge and inform to their collaborators all SOPs and policies related to the Blue Line/Start Class department.
• Acknowledge and train employees in emergency protocols, calls to firefighters, police and/or ambulances.
• Ensure internal and external communication processes, supervising that hosts provide an optimal level of telephone service according to the standards established by the hotel.
• Supervise the operation of the voice network to ensure that the telephone sets are in optimal conditions for operation.
• Maintain excellent communication with the corresponding departments to fulfill Guest requests.
• Prepare monthly statistical reports that can help other departments make better decisions and minimize complaints.
• Efficiently operate and monitor the Guest service system via cell phone, preparing a report and establishing action plans and continuous improvement.

Experience:

•             Previous experience in Hotel Call Centers.

•             Experience in networking, voice, and data systems.

•             MS Office management.

•             Experience in customer service at luxury hotels.

•             Experience with AAA standards.

•             Conciliatory, proactive, organized profile and passion for learning.

•             Ability to work under pressure.

Education & Certificates:

•             High school Diploma or Any other Certification in area.

•             Fluent in English and Spanish is a plus