sbe Corporate

  • Training & Development Manager - Contact Center

    Job Locations US-FL-MIAMI BEACH
    Req No.
    2018-5139
    Category
    Sales and Events
    Job Requirements
    N/A
  • Overview

    From our dazzling location in the heart of Miami, sbe offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater.

    We have an exciting job opportunity to join our Contact Center Team as Training and Development Manager located in our Miami corporate office.

     

     

    A global tribe of individuals, partners and progressives, devoted to creating extraordinary experiences for our community throughout our proprietary brands - we are sbe.

    Visionaries at the forefront of hospitality, cuisine, design, residences and entertainment, our lifestyle moments are forged with highly-curated and passionate service. 

    We are committed to authenticity, sophistication, mastery and innovation.

    Our stage is the world. Our time is now.

    With this in mind, we foster a family environment built on values that describe our lifestyle, experiences and how we see the world. When you have a tribe such as ours and place it in and around the collection of accommodations, restaurants and nightlife, you create a force that cannot be replicated by anyone else. We are an equal opportunity employer.

    Responsibilities

    Develops, updates and maintains all training materials, property updates, event notices and presentations to support the sbe Contact Center’s Talent training, coaching, development needs and ensures Quality Assurance standards. Monitors programs designed for a fast paced, results-oriented, global hospitality company. Evaluates team’s performance and initiates training processes continually. Seeks out new ways of delivering training concepts that keep associates engaged, focused and knowledgeable of all facets of the sbe Lifestyle Experiences. Responsible for the assurance that the facilitation of training and monitoring of brand service standards is consistent with the Company’s business strategies, goals and objectives. 

    Responsibilities:

    • Works along the VP Contact Center in the development of standard operating procedures, departmental policies and call standards.
    • Develop training documents and maintain training materials including; manuals, tutorials, instructional memos, communication portal content and other related materials as directed by Leadership.
    • Develop training programs, and facilitate the onboarding and training of all Contact Center team members of the sbe Lifestyle Hospitality Brand Standards, sales skills, property knowledge, and the operational systems that are tailored for both remote and in-office workforce associates.
    • Develop and lead all aspects of the reservations and luxury care training efforts.
    • Develop, manage and maintain Quality Assurance metrics and agent statistics, and facilitate coaching sessions on a weekly/monthly basis.
    • Create assessments to ensure associates are meeting department production standards.
    • Manage and facilitate the new hire training program encompassing all channels of customer interactions such as phone, online chat, email and any other reservations related platform.
    • Brainstorm, create and implement new training programs and methods that enhance training sessions and keep associates engaged.
    • Assists the Contact Center Leadership team in keeping customer service delivery consistent with all operational KPI goals.
    • Ensures associates are properly trained and knowledgeable on the subject matter related to each property’s brand, hotel, dining and nightlife experiences through monitoring call activity and production statistics.
    • Monitors talent activity to ensure all reservation calls are answered in a professional, courteous manner and all established procedures are adhered to without failure.
    • Works closely with each property’s Revenue Management and Hotel Operations team members regarding new and ongoing offers, and events materials and content.
    • Work closely with the Contact Center leadership team to identify current and future department needs, and creates the appropriate training programs/resources to meet those needs.
    • Assist with call handling if business demands deem necessary.
    • Responsible for ensuring associate’s complete knowledge of each property’s unique lifestyle experience (hotel, dining and nightlife) for optimal sales conversion.
    • Track and report associate performance metrics, call trend statistics and coaching to Executive team on a weekly/monthly/quarterly basis.
    • Identify potential performance gaps and opportunities, recommend action plans and facilitate programs for improved performance.
    • Provide ongoing training, coaching and mentoring to achieve operational performance goals.
    • Provide and support department programs that build and maintain high employee engagement, team building and morale.
    • Create, manage and maintain content in the Information Portal.
    • Keep up to date with current training trends, and make recommendations for training program enhancements.
    • Assists with additional duties as assigned by Leadership team members based business demands.

    Qualifications

    • Associate’s or Bachelor’s Degree, or equivalent experience required.
    • 3 + years Call Center experience required, preferably in the travel/hospitality industry.
    • Training program development and facilitation experience required.
    • Experience in training and engaging remote workforce associates preferred.
    • Working knowledge of hospitality communication and reservation system functionality preferred (Opera, LMS, inContact, Avaya, Mitel, etc.).
    • Highly proficient in Word, Excel and PowerPoint applications.
    • Ability to build rapport and effectively engage learners of varying computer skill levels.
    • Ability to work a flexible schedule based on operational demands (day, night, weekend, holidays).
    • Ability to successfully develop training materials & deliver training programs.
    • Ability to work well under pressure, in a highly dynamic, fast-paced environment.
    • Engaging, energic and enthusiastic attitude required.
    • Excellent verbal and written communication skills.
    • Ability to travel to various sbe property locations if needed.
    • At home internet connectivity requires.

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