Job Summary: 

• Actively and consistently support all efforts to simplify and enhance the customer experience 
• Supervise and manage Communication Desk employees across multiple shifts and multiple locations. 
• Coach and develop Communication Desk employees to achieve goals and maximize their level of performance. 
• Make recommendations and decisions regarding escalations and outages
• Ensure consistent and quality communications to Executive Leaders. 
• Develop effective techniques and tools to extract, correlate, and analyze data from available data sources (e.g., Remedy,)
• Identify relevant trends, issues and problems that warrant further escalation and action. 
• Establish effective working relationships with boundary partners throughout the company to enable the productive execution of activities. 
• Evaluate existing processes to identify strengths, weaknesses, and opportunities for improvement. 
• Effectively deliver coaching, end-of-year reviews, and evaluations on a timely basis.

Skills on Resume: 

• Customer Experience (Soft Skills)
• Employee Development (Soft Skills)
• Decision-Making (Hard Skills)
• Executive Communication (Soft Skills)
• Data Analysis (Hard Skills)
• Trend Identification (Hard Skills)
• Relationship Building (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Be a subordinate to the Help Desk Manager.
• Produces the performance metrics.
• Participates in the Change Control Board, if necessary and Incident/Problem Resolution meetings.
• Assesses the availability impact on the infrastructure from new and enhanced changes.
• Recommends and implements approved performance and capacity monitoring tools.
• Analyzes metrics reports and makes necessary improvement recommendations.
• Provides site coordination and management.
• Ensures day-to-day Service Desk operations.
• Ensures day-to-day systems monitoring responsibility.
• Coordinates staffing and scheduling.

Skills on Resume: 

• Support Role (Soft Skills)
• Performance Metrics (Hard Skills)
• Change Management (Hard Skills)
• Infrastructure Assessment (Hard Skills)
• Tool Implementation (Hard Skills)
• Metrics Analysis (Hard Skills)
• Site Coordination (Soft Skills)
• Operations Management (Hard Skills)

Job Summary: 

• Hiring, onboarding and performance management of the support team in a virtual setting
• Responsible for establishing and maintaining key performance indicators and measuring internal customer experience
• Develop and deliver training on baseline skills and updates
• Create and maintain knowledge base articles for new and existing issues
• Monitor and coach team performance against service level agreements and agent statistics to deliver the best-in-class support
• Actively and proactively manage support resources to ensure availability and scalability.
• Act as a point of escalation for technical support issues
• Responsible for communicating and escalating critical issues to leadership.
• Collaborate with IT teams and vendors to align support with the business needs
• Position works closely with senior managers across all functional areas to optimize support
• Continuously evaluate the support process and systems to ensure the highest level of efficiency, including opportunities for automation.

Skills on Resume: 

• Team Management (Soft Skills)
• Performance Measurement (Hard Skills)
• Training Development (Hard Skills)
• Knowledge Base Management (Hard Skills)
• Coaching and Monitoring (Soft Skills)
• Resource Management (Soft Skills)
• Escalation Handling (Soft Skills)
• Process Evaluation (Hard Skills)

Job Summary: 

• Provide oversight or management of, Service Desk projects. 
• Manage other department-wide projects or phases of projects.
• Ensures that desktop computer and software inventory is accurate and up-to-date.
• Ensures that Service Desk staff is accurately reporting their calls and time in the Service Desk software.
• Tests equipment, creates, tests and maintains operating system images
• Installs and configures software, integrates products with the network and in coordination with responsible Division staff
• Completes hardware and software registrations
• Sets up and maintains network user accounts, and file system security
• Restores user data from backup systems, and troubleshoots network connectivity under the direction of the Network Engineer.
• Provides instructions to new and existing employees on features, capabilities, and policies of systems used
• Assists employees with utilizing application software to meet their needs. 

Skills on Resume: 

• Project Management (Hard Skills)
• Inventory Management (Hard Skills)
• Call Reporting (Hard Skills)
• Equipment Testing (Hard Skills)
• Software Installation (Hard Skills)
• User Account Management (Hard Skills)
• Data Restoration (Hard Skills)
• Employee Training (Soft Skills)

Job Summary: 

• Manage the entire SD operations and team
• Drive continuous improvement and ensure SLAs are upheld
• Point of escalation for major P1 incidents and requests
• Monitor and resolve events and incidents
• Support, develop and train the SD team
• Develop and maintain strong stakeholder relations
• Set and review team targets annually to drive performance
• Work with the SMT to drive the Service Desk strategy
• Manage and procure hardware and devices when required
• Instil and maintain a positive and proactive culture within the team
• Create and run monthly reports for senior management

Skills on Resume: 

• Operations Management (Hard Skills)
• Continuous Improvement (Hard Skills)
• Incident Escalation (Soft Skills)
• Event Monitoring (Hard Skills)
• Team Development (Soft Skills)
• Stakeholder Relations (Soft Skills)
• Performance Targeting (Hard Skills)
• Reporting (Hard Skills)

Job Summary: 

• Analyze technical issues of the business and reengineer processes to improve efficiency and productivity.
• Establish uniform service standards and processes
• Staff scheduling to ensure proper coverage for the user base
• Manage system outage notifications and coordinate remediation
• Lead Bi-weekly change management meetings
• Assess and remediate security vulnerabilities for workstations, laptops, and mobile devices
• Prepare and present monthly KPI reports to senior management
• Coordinate IMACs to minimize the impact on the user base
• Develops required user documentation to support this function. 
• Work with Divisional Leadership to define Performance Metrics and Key Performance Indicators (KPI) for the Service Desk Team.
• Based on KPI and staff input, work on continuous process improvement utilizing Lean, Six Sigma, or similar disciplines.

Skills on Resume: 

• Process Analysis (Hard Skills)
• Service Standardization (Hard Skills)
• Staff Scheduling (Soft Skills)
• Outage Management (Hard Skills)
• Change Management (Soft Skills)
• Security Assessment (Hard Skills)
• KPI Reporting (Hard Skills)
• Continuous Improvement (Hard Skills)

Job Summary: 

• Oversees the daily operations of the Help Desk. Provides direction and guidance to Help Desk Associates on the team.
• Provides support for store and corporate hardware including point-of-sale systems, PC's, printers, RF devices, and network equipment.
• Provides support for software applications including Retail Net POS, MS Applications as well as VPN.
• Provides issue resolution and answers questions relating to the operations of the store environment.
• Tracks all communication and work using the incident management system to provide clear and accurate information for incident tracking.
• Provides hardware Depot Maintenance services
• Works and communicates effectively in a team-oriented, fast-paced environment.
• Documents and escalates incidents to 3rd level support or vendors to comply with established service level agreements (SLAs).
• Works with network and systems vendors to troubleshoot and repair equipment.
• Diagnoses and resolves issues using remote access and other established tools.
• Manages and follows up on outstanding open incidents, ensuring all problem tickets are closed within established guidelines.

Skills on Resume: 

• Operations Oversight (Soft Skills)
• Hardware Support (Hard Skills)
• Software Support (Hard Skills)
• Issue Resolution (Soft Skills)
• Incident Tracking (Hard Skills)
• Depot Maintenance (Hard Skills)
• Team Communication (Soft Skills)
• Troubleshooting (Hard Skills)

Job Summary: 

• Tracking reservations for all roofed housing at the Summit Bechtel Reserve.
• Ensuring data is entered accurately into the CloudPM property management software.
• Maintaining proper check-in/check-out procedures are followed.
• Working closely with the Lead Housekeeper to ensure all housekeeping are being met.
• Creating a working schedule to ensure adequate desk coverage during all events.
• Ensuring all workstations are properly maintained.
• Assisting guest with requests and ensuring a stay that exceeds their expectations.
• Ensuring all transactions are audited from the previous business days

Skills on Resume: 

• Reservation Tracking (Hard Skills)
• CloudPM Software (Hard Skills)
• Check-in/Check-out (Hard Skills)
• Housekeeping Coordination (Soft Skills)
• Scheduling (Hard Skills)
• Desk Coverage (Soft Skills)
• Guest Service (Soft Skills)
• Transaction Auditing (Hard Skills)

Job Summary: 

• Monitor the main lobby, welcoming students, families, board members, vendors, staff, and others to the building
• Assist with the student check-in process
• Address general questions related to the school and the whole organization via email, phone, and in-person
• Keep the lobby area neat throughout the day
• Work in the Community Division CRM (MindBody) to process payments, register clients, etc.
• Coordinate the entire front desk operation including scheduling and training of part-time front desk administrators
• Provide additional administrative support to the school administrative team including assistance with mailings, data entry, registration and payments, etc.
• Assist with front desk PBT Boutique sales

Skills on Resume: 

• Lobby Monitoring (Soft Skills)
• Student Check-in (Soft Skills)
• Customer Service (Soft Skills)
• Lobby Maintenance (Soft Skills)
• MindBody CRM (Hard Skills)
• Front Desk Coordination (Soft Skills)
• Administrative Support (Soft Skills)
• Sales Assistance (Soft Skills)

Job Summary: 

• Lead by example and promote Seabrook Core Values, Characteristics, Employee Constitution and Decision Making.
• Monitor day-to-day operations, sales reports, and cash drawer for accuracy, and report shortages to accounting.
• Update scheduling website and compose e-mail blasts and social media weekly with input from the Director of Tennis
• Coordinate court bookings, programs, lessons, and events.
• Assist with data entry for merchandise, displays, inventory counts and special orders for members.
• Greet members and guests and assist pros with introducing and selling tennis programs, clinics, rates, and packages
• Assist with arranging matches, manage complaints or issues that arise from members or guests, and inform the Head Tennis Professional.
• Ensure that computers, printers and copiers (office equipment) are functioning correctly and backups are performed.
• Monitor shop supplies, and bulletin boards, make coffee, check to answer machine, monitor towel, coffee, Gatorade, and other supply usage
• Deliver/pick up from laundry, know rates and the current program schedule
• Sign up members/guests for events, coordinate court reservation sheets, contact vendors to request prizes, and design/create and organize binders for programs.

Skills on Resume: 

• Leadership (Soft Skills)
• Sales Reporting (Hard Skills)
• Social Media (Hard Skills)
• Court Booking (Hard Skills)
• Inventory Management (Hard Skills)
• Customer Service (Soft Skills)
• Equipment Maintenance (Hard Skills)
• Event Coordination (Hard Skills)

Job Summary: 

• Handling guest complaints and maximizing the financial performance of the resort by providing the highest possible guest service and product.
• Work in the operations alongside the room manager, spending ample time assisting room managers with their duties ensuring clear and timely guest communication.
• Work closely with room manager to hire and develop Front Desk Supervisors, Front Desk Agents, Overnight Managers and Night Audit.
• Troubleshoot challenges with both guests and associates to ensure service levels exceed guest expectations by maintaining an environment in which vision and mission thrive.
• Partner closely with Housekeeping to ensure guest rooms are ready for arrival, and that daily service is done efficiently working around guest’s whereabouts and preferences.
• Communicate with Engineering when guests report issues and provide timely follow-up to ensure the issue is resolved.
• Learn and understand the financial responsibility to meet the budget and goals for the department.
• Work with all other departments to ensure the best possible guest experience.
• Assist the Room Managers with day-to-day responsibilities including training, Auberge standards, guest satisfaction surveys, team member accountability, Inventory, and scheduling.

Skills on Resume: 

• Guest Service (Soft Skills)
• Team Collaboration (Soft Skills)
• Staff Development (Soft Skills)
• Troubleshooting (Soft Skills)
• Housekeeping Coordination (Soft Skills)
• Issue Resolution (Soft Skills)
• Financial Responsibility (Hard Skills)
• Operational Support (Hard Skills)

Job Summary: 

• Be responsible for the department of Resort Assistant Manager (Duty Manager), Guest Service Officer and Telephone Service Centre.
• Manages the arrival, departure, and lobby flow.
• Ensures the satisfaction and well-being of hotel guests without requiring special direction.
• Maximize lobby presence at key times
• Coordinates matters with the security team concerning emergency plans (fires, accidents, death, theft, evacuation, etc.)
• Takes action in all matters related to safety, security, and lost and found items.
• Responds swiftly and effectively in any hotel emergency or safety situation.
• Keeps management informed of guest and staff-related incidents, and represents senior management in their absence.
• Ensure guest experiences (GE) are properly followed up, liaise with other departments if necessary, and update the GE database upon completion.
• Resolves guest concerns and complaints speedily and efficiently, ensuring complete guest satisfaction.
• Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and ensure room assignment is appropriate for arriving guests.
• Represents the Front Office Manager in his/her absence

Skills on Resume: 

• Team Management (Soft Skills)
• Lobby Coordination (Soft Skills)
• Guest Satisfaction (Soft Skills)
• Emergency Response (Soft Skills)
• Safety and Security (Hard Skills)
• Incident Reporting (Hard Skills)
• Complaint Resolution (Soft Skills)
• Front Office Operations (Hard Skills)

Job Summary: 

• Maintains all standards of guest service to provide the very best in guest experience.
• Contributes to the profitability and guest satisfaction perception of the hotel and its staff.
• Assists the Director of Front Office in managing resources to achieve acceptable levels of labor standards.
• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
• Update the computer system by inputting inventory and non-inventory groups.
• Control the Suite book to ensure suites and special blocks are handled correctly.
• Maintain contact with the Reservations department regarding requests for suites, special accommodations, etc.
• Maintain control over rate changes for in-house guests.
• Compute daily payroll, schedules, and other reports.
• Analyze data to prepare daily forecasts of expected arrivals and departures.
• Perform Front Desk Supervisor responsibilities
• Handle cash, make changes, and balance an assigned house bank.
• Accept and record vouchers, traveler's checks, and other forms of payment.
• Count cash and other payments at the end of the shift to verify and balance the house bank.
• Provide safety deposit boxes for guests by escorting them to the vault.
• File access slips in room order.
• Prepare weekly forecast of expected arrivals and departures.

Skills on Resume: 

• Guest Service (Soft Skills)
• Resource Management (Hard Skills)
• Reservation Management (Hard Skills)
• Rate Control (Hard Skills)
• Payroll and Scheduling (Hard Skills)
• Data Analysis (Hard Skills)
• Cash Handling (Hard Skills)
• Safety and Security (Hard Skills)

Job Summary: 

• Train and supervise staff
• Respond to incoming phone inquiries
• Respond effectively to potential guests to make room reservations for the Main Lodge, the Sea Villas, the Poplar River Condos, the Cliff House townhomes, and the Log Cabins for all users including paying guests, owners, guests of owners, and others
• Redirect calls to administrative staff
• Effectively deal with guest interactions, directly and by phone, including purchases, requests for assistance especially coordinating room-related requests on behalf of guests with other department managers
• Provide information and assistance to guests regarding area activities and recreation.
• Checking in and checking out all guests
• Tracking totals for all reservations made by date and location and graphing monthly totals compared to budgeted goals
• Coordinating with the Maintenance Department and Quality Control personnel
• Ensure that assigned properties and all related physical assets are maintained to a level consistent with guests’ expectations and Lutsen Resort’s standards

Skills on Resume: 

• Staff Training (Soft Skills)
• Reservation Management (Hard Skills)
• Guest Interaction (Soft Skills)
• Call Handling (Soft Skills)
• Guest Assistance (Soft Skills)
• Data Tracking (Hard Skills)
• Maintenance Coordination (Hard Skills)
• Property Management (Hard Skills)