Butler Service Desk Supervisor (Telephone Operator Supervisor)

Role Overview

Butler Service Desk Supervisor (Telephone Operator Supervisor) at Marriott International, St. Regis Hotels & Resorts.

Company Overview

St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. The brand is known for an uncompromising level of bespoke and anticipatory service, delivered by a team of gracious hosts combining classic sophistication and modern sensibility, as well as signature Butler Service. St. Regis is part of Marriott International's portfolio of brands.

Role Purpose

Answer, record, and process all guest calls, requests, questions, and concerns while supervising the service desk and telephone operations. Ensure guest issues are resolved promptly and that outstanding requests are followed up on and completed. Assist management in training, scheduling, evaluating, motivating, and coaching employees.

Key Responsibilities

Guest Communication & Support

• Answer and record all guest calls, requests, questions, and concerns.
• Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
• Follow up and ensure that any outstanding requests are resolved.
• Advise guests of any messages received.
• Supply guests with directions and property information.
• Transfer guests with internet access issues to internet service provider's customer support line.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
• Welcome and acknowledge guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Switchboard & Technical Operations

• Operate telephone switchboard station.
• Monitor busy or unanswered lines.
• Check back with callers on hold to update status.
• Take messages.
• Activate and deactivate guest room message lights.
• Enter and locate information using computers and POS systems.
• Verify and adjust billing.

Documentation & Tracking

• Log guest requests, incidents, adjustments, and comment cards into computer to allow for proper tracking and documentation.

Supervision & Team Leadership

• Assist management in training employees.
• Assist management in scheduling employees.
• Assist management in evaluating employees.
• Assist management in motivating employees.
• Assist management in coaching employees.
• Serve as a department role model.

Workplace Standards & Compliance

• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Speak using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.

Team & Stakeholder Relations

• Develop and maintain positive working relationships.
• Support team to reach common goals.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Additional Information

• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer, committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.