Guest Services Supervisor
Creates a positive team environment responsible for ensuring compliance of “Count On Me” service standards for all guests. Continuous improvement: Directs and communicates expectations, motivates associates to anticipate guest needs and exceed expectations. Champions and develops team empowerment embracing guest opportunity assuring satisfaction, loyalty and successful resolution. Directing front and back of house operations, maintaining room inventory at the highest levels of accuracy and efficiency. Analyzes and communicates technical operations between departments discovering opportunities prior to incident.
Essential Job FunctionsResponsibilities include, but are not limited to:
Responsible for daily operation of guest service shift: Plan daily short term front and back of house guest service operations; provide proper guest check-in, check-out procedures, analyze reports as required, communicate daily arrivals, departures and room inventory needs; ensure daily check list duties and tasks fully completed with follow up communications; administer schedule adjustments which result in the satisfaction of all guests, associates and financial requirements.
Maintain positive customer and associate relationships Interact with guests and associates, answer inquiries, questions, and resolve possible satisfaction opportunities, train, develop and coach new associates to resolve guest opportunities; utilize a “hands on approach” with associates on technical and soft skill customer service approaches.
Supports customer service standards: Deliver Count On Me Service ensuring guest satisfaction exceeding expectations; communicate reservation flag information directly enhancing guest requests.
4. Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores.
5. Other duties as assigned:
Assist Guest Services Management to coordinate and verify guest reservation information; other duties as assigned.