- Lead and supervise a team of guest service associates, ensuring they adhere to company policies and standards.
- Foster a positive, collaborative, and high-performance work environment.
- Provide guidance and support to the team to ensure exceptional customer service and problem resolution.
- Conduct team meetings to review goals, address concerns, and share updates.
- Monitor team performance, provide feedback, and implement improvements as needed.
- Ensure the team consistently delivers outstanding service to all guests, addressing inquiries and requests promptly and professionally.
- Handle escalated guest issues and concerns, ensuring that they are resolved in a timely and satisfactory manner.
- Develop and maintain a comprehensive understanding of guest services procedures to guide the team effectively.
- Assist in training new team members on guest service procedures, systems, and company policies.
- Continuously develop the skills and capabilities of team members through coaching and on-the-job training.
- Identify opportunities for team development and improvement.
- Oversee daily guest service operations, including managing shifts, scheduling, and ensuring adequate team coverage.
- Maintain accurate records of guest interactions, feedback, and resolutions.
- Review and monitor performance metrics (e.g., response times, guest satisfaction) to ensure targets are met.
- Assist in the creation and implementation of guest service policies and procedures.
- Maintain clear and open communication with management, other departments, and external partners to ensure smooth operations.
- Relay guest feedback and insights to management for service improvements.
- Coordinate with the management team to develop strategies for enhancing the overall guest experience.
- Act as the first point of contact for complex guest complaints or issues, ensuring they are handled appropriately and to the satisfaction of the guest.
- Identify areas of operational inefficiency and work with management to implement solutions.
CompanyWe aspire to be acknowledged regionally and accepted globally as one of the most efficiently managed hospitality groups wherein our staff at both managerial and service levels consistently strive to deliver the higher of service standards at all times and under all circumstances.#J-18808-Ljbffr