Guest Services Supervisor

Job Description

Salary: $24-$27

Guest Services Supervisor

Description

The Guest Services Supervisor (GSS) is one of the leaders of the office staff. On a day-to-day basis, the GSS assists in overseeing all the duties of the Guest Services staff, and in addition to these duties, the GSS is one of the first people that is consulted when there is an issue in the office to be resolved. This includes customer service issues, reservation issues, addressing client needs, training office staff, and coaching with any issues that do arise.

Primary Duties

Assist in managing and supervising office operations and solve internal and customer service issues as they arise.

Consult with the Guest Services Manager and the Guest Services Assistant Manager, as needed, with issues that arise on a day-to-day basis.

Address all minor and moderate-level guest/client issues. Reach out for assistance to the Guest Services Manager and the Guest Services Assistant Manager for any major issues.

Communicate with the Assistant Guest Services Manager and the Guest Services Manager when computers and equipment are not in good working order, so the Guest Services Manager can ensure backup procedures are in place.

Oversee and assign the Daily Checklist and ensure its completion. Identify areas for improvement and follow up with the team if checklist items are not completed.

Assist the Guest Services Department in Training office staff to follow procedures and, more importantly, to properly think through the handling of issues as they arise.

Ensure communication with housekeeping, maintenance, and laundry personnel is clear, concise, and useful. Ensures that all office staff are utilizing communication platforms appropriately and professionally.

Coach, counsel, and develop office staff to maximize team performance and growth.

Create an environment for office employees that is engaging and makes them feel appreciated.

Have a flexible schedule. Available to work any days of the week and any shifts to meet business needs.

Identify any major guest issues that come through the office via voicemail, email, and phone calls, and follow up to resolve the issues in a timely manner, or inform the Guest Services Assistant Manager and the Guest Services Manager.

Reach out to tech support with any issues that arise that may prevent office staff from doing their job in a productive manner.

Maintain a positive relationship with clients and direct their questions/issues to the appropriate staff member, or department managers.

Ensure proper follow-up is executed for issues, and guests are satisfied with the solutions.

Complete other duties and assignments as requested by management.

Experience/Education

High School Diploma or equivalent

1 Year Small Group Management, Office Management, and/or Team Lead Experience

1 Year Office Work (e.g., medical, small business, real estate, property management)

Strong Organizational Skills and attention to detail

Customer Service Experience -strongly preferred

Conflict Resolution Skills

Strong Computer and Typing Skills

Strong ability to multitask

Has Knowledge of the Summit County Area - preferred

Summit County Based - required

Reliable transportation, Drivers License, and pass a Motor Vehicle Background Check - required

Compensation/Benefits

$24-$27 per hour

Full-time / Year Round

Paid Time Off

Health Insurance Reimbursement

401K

Full-time