Supv Guest Svcs II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Supv Guest Svcs II

Job Code:

10699-1

Profile Title:

10699-1 Guest Services Supervisor

Grade / Band:

08

FLSA Status:

Non-Exempt

Supervise the Guest Services department activities to ensure superior guest service.

Lead and direct a team Guest Services Representatives

Responsible for quantitative and qualitative performance by agent; evaluate, coach and counsel employee performance on  an on-going basis

Assist with service recovery and problem resolution process for escalated guest issues

Provide information to the department on property functions and facilities

Create and organize departmental curriculum training material for new hires and current employees, including  improvement/refresher training and memos, and communicate and relay information to all employees on varying shifts

Assist with Guest Service Representatives, as needed, with transactional and customer processes, including incoming and  outgoing calls, coordinating dispatch services, paging, and providing area and property information to and other special  services requested by guests or administrative personnel

Serve as point of escalation in complex situations that require additional department or guest attention

Interact closely with varying departments to ensure the most appropriate use of resources

Utilize provided observations and data in order to improve process, product or service offerings

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

Associate's Degree

Hospitality, Business Administration, or related field, or equivalent experience

Preferred

2+ Years of Prior Relevant Experience

Supervisory call center or hotel experience

Required

4+ Years of Prior Relevant Experience

Supervisory call center or hotel experience

Preferred

Work varied shifts, to include weekends and holidays

Required

Experience in a similar resort setting

Preferred

Knowledgeable with PABX or multi-line phone

Knowledgeable with Opera and HotSOS

Able to effectively communicate in English, in both written and verbal forms

Able to lead and mentor a team

Ability to work under pressure

Ability to read and write proficiently to evaluate reports, correspondence and statistical information

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast paced, team-oriented environment

Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e.  telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular  attention to detail

Effective listening abilities with strong judgment skills

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

Walking

Communication - verbal

Communication - written

Confined area

Contacts - works alone

Contacts - works around others

Contacts - works with others

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

X

Noise levels - low to high

Office conditions

Outdoors

Restricted area

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

Clerical

Comprehension

Crisis incidents

Customer service

Decision making

Fatigue

High pressure

Judgment

Long hours

Math skills - advance

Math skills - basic

Memorization

Organization

Perception

Reading - simple

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

Writing - complex