Guest Experience - Lead
About The Position
This role is responsible for leading Contact Center operations, including answering phones, emails, and incoming mail related to Guest Service operations relevant to SSA oversight. The Guest Experience Lead will ensure the Contact Center team can easily access necessary information to efficiently respond to guest inquiries. This position collaborates with the Administrative Operations team to ensure compliance with established protocols and reporting. The Lead will handle guest issues, inquiries, and complaints, performing service recovery as needed. The role also involves performing other tasks deemed necessary, maintaining a clean, safe, and organized work environment, and upholding and demonstrating a complete understanding of company policies and procedures.
Requirements
- Thrives in a fast-paced environment.
- Developed interpersonal and communication skills, including the ability to communicate via email, telephone, and face-to-face.
- Goal-oriented and flexible to meet the needs of the operation.
- Demonstrates desire to help the team succeed.
- Driven by cultural attractions and the environment they support.
- A people person who is guest service-oriented.
- Computer knowledge and skill level for basic office functions.
- An individual who brings excitement and opportunity to engage with the team and guests.
- Responsibly geared towards presenting a clean and welcome experience for guests through upholding sanitation requirements.
- One year in the hospitality industry.
- Must be 18 years or older.
Responsibilities
- Live out 452 Hospitality by delivering warm, welcoming, and memorable experiences for every guest and client.
- Responsible for leading Contact Center operations, including answering phones, emails, and incoming mail related to Guest Service operations relevant to SSA oversight.
- Ensure the Contact Center team can easily access necessary information to efficiently respond to guest inquiries.
- Collaborates with the Administrative Operations team to ensure compliance with established protocols and reporting.
- Handle guest issues, inquiries, and complaints; perform service recovery as needed.
- Perform other tasks deemed necessary.
- Maintain a clean, saf,e and organized work environment.
- Uphold and demonstrate a complete understanding of company policies and procedures.
Benefits
- Eligible for overtime pay.
- On-Demand Pay Program: Get access to a portion of earned wages before payday.
- Meal Plan & Employee Discounts at applicable locations.
- Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods).
- Tuition Discount through Partnership College.
- Up to 8 hours of Bereavement Leave.
- Holiday pay of 1.5× the regular rate is provided for hours worked on Christmas Day and Thanksgiving Day.
- Paid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
