Telecommunications Supervisor - PBX (Mandalay Bay)

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  • MGM Resorts International

    Telecommunications Supervisor - PBX (Mandalay Bay)

    MGM Resorts International

    3950 South Las Vegas Boulevard
    Las Vegas

    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:



    It is the primary responsibility of the Telecommunications Supervisor to serve as a vital link between the PBX Operators and all current/potential guests in the effective handling of all incoming calls, inquiries, and requests directed through the PBX switchboard.

    • Supervises assigned operational functions within the department consistent with the strategic plan, the fiscal budget, and the company's short-term and long-term profitability objectives.
    • Supervises the delivery and measurement of guest service standards within PBX/Telecommunications, consistent with established guidelines/standards.
    • Supervises accountability processes for PBX/Telecommunications; ensures compliance with budgetary guidelines, company policies, established departmental guidelines/standards, and legal requirements.
    • Supervises Human Resources responsibilities for PBX/Telecommunications to include:
      • Hiring recommendations that encompass the company's diversity commitment
      • Training
      • Coaching
      • Performance feedback
      • Recommending and administering discipline
      • Scheduling
    • Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.
    • Works closely in mentoring/coaching PBX Operators in additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff.
    • Monitors PBX Operators' work schedules, enforces break/lunch schedules, provides early-outs and overtime based on budgetary guidelines, call volume, forecasts, and departmental needs.
    • Provides ideas/suggestions for new products, services, technology, and processes to ensure competitive position in anticipation of changing customer needs within the dynamic hospitality/gaming environment.
    • Monitors PBX Operators' activities for quality assurance.
    • Evaluates PBX Operators' performance and provides coaching/progressive counseling when applicable; conducting annual performance appraisals as required.
    • Assists in the preparation/distribution of all documentation/spreadsheets required for tracking, productivity, revenue, and executive review, with both accuracy and timeliness.
    • Provides guest resolution for all issues/concerns beyond the scope of authority designated to PBX Operators, in an expedient and professional manner.
    • Resolves technical issues with the assistance of the IS department and/or the Telecommunications department to correct equipment, software, and/or electrical problems.
    • Attends/leads pre-conferences, pre-planning, and post-conference meetings with clients and staff, when requested.
    • Promotes a free exchange of ideas among employees to continuously improve guest service and job satisfaction.
    • Performs all other job related duties as requested.


    • At least 1 year of PBX or communications supervisory experience in a major hotel/casino environment.
    • Ability to perform a myriad of duties with extreme care and attention to detail, while working in a fast-paced and busy environment.
    • Ability to observe and recall details and effective decision-making, social and organizational skills.
    • Ability to withstand prolonged standing or walking.
    • Maintain physical stamina, proper mental attitude, and ability to deal effectively with guests, management, employees, and outside contacts, while working under pressure and meeting deadlines.
    • Manual dexterity and mobility to use computer, be able to distinguish letters, numbers, and symbols, work a regular work schedule and lift.
    • Work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina and proper mental attitude and ability to deal effectively with guests, management, employees and outside contacts while working under pressure and meeting deadlines.
    • Advanced reading, writing, and mathematical skills.
    • Excellent customer service skills.
    • Ability to lead and mentor a team.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Work varied shifts, including weekends and holidays.
    • High School diploma or equivalent.
    • Working knowledge of Word, Excel, MS Outlook and PowerPoint.
    • Able to effectively communicate in English, in both written and oral forms.


    • At least 2 years of experience guest services/phone interaction.
    • At least 2 years of NEAX 2400 or SV8500 experience.
    • At least 1 year of supervisory experience in a major hotel resort complex.
    • Working knowledge of Microsoft Word, Excel, Access, Opera, HOT SOS and NEC SV8500, UA5200, Wake-Up Viewer.
    • Fluency in speaking a second language.
    • Previous experience working in a similar resort setting.

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