Position Summary:

The Supervisor personally holds primary responsibility and accountability for the output of a Starwood Preferred Guest Associate Team or General Reservations Associate Team.  In this role, the Supervisor shall work individually and on a team basis developing the key skills and traits needed to perform the CCC Sales functions at the expected levels.  Key to the effort will be the overall team performance as measured against the CCC standards.  It is expected that the Supervisor will work with their team to continually improve the performance through personal interaction, skills improvement, training and other techniques.  The Supervisor will also work to find alternative methods to enhance team performance.

Creation of a high performance culture through an effective and versatile leadership style is expected as is maintaining key property relationships as part of the overall functions.

Key Responsibilities:

§         Understands each of the key CCC metrics and communicates them to each Associate on an individual and team basis.  Shares actual results and manages individuals on the team so all metrics are achieved.

§         Effectively uses the eQuality technology to gather data that will guide individuals and the team to improvement and performs formal, documented call coaching sessions (monitors) for each Associate.

§         Tracks all key metrics and other performance measurements by team and individual.  Prepares documentation regarding Associates as needed as per the progressive discipline policy. 

§         At a minimum handles 100 new, inbound customer calls per calendar month (not assists).

§         Handles a portion of the Assist calls that have been escalated from the Associates throughout the day.

§         Interviews potential candidates as required by the site CCC Director.

§         Handles Customer Service issues for MARs full service properties or communicates the issue to an on-site representative.

§         Supports the Six Sigma initiative through any and all means available. Performs Special Projects as requested by the site CCC Director.

§         Maintains support relationship with MARs properties and handles customer service issues as needed. 

Qualifications:

§         Bachelor’s Degree in Business, Accounting, Marketing or equivalent education/experience preferred

§         Two or more years in a service industry with a focus on customer satisfaction and sales

§         Strong diagnostic and analytical problem-solving skills

§         Highly organized with the ability to prioritize in a rapidly changing environment

§         Strong negotiation skills and sales orientation

§         Superior verbal and written communication skills and presentation skills

§         High motivation to succeed, including a demonstrated aggressive, professional business style

§         Exceptional human relations skills

§         Strong and versatile leadership skills in a team-focused environment

§         Proficient in Microsoft Suite of products with special emphasis on Excel, Word and PowerPoint

How to Apply:

If you are interested in this opportunity and you meet the qualifications listed above please visit our company website: www.starwoodcareers.com.  Once there, go to the Apply now link, click on Canada and adjust the location to “Ontario”, search for jobs and apply.  Only qualified candidates will be invited for an interview.

This position will be posted both internally and externally

Starwood Hotels and Resorts is an equal opportunity employer