Guest Service Supervisor
About The Position
POSITION SUMMARY The Guest Experience Supervisor is responsible for ensuring exceptional and personalized guest interactions throughout the entire stay, from pre-arrival to departure. This role requires strong leadership, communication, and organizational skills to oversee guest experience operations and deliver memorable moments aligned with brand standards. The ideal candidate must have prior experience in guest pre-arrival communication, including itinerary planning and personalized outreach, as well as expertise in curating guest experience activities that enhance engagement and satisfaction. The Guest Experience Supervisor will collaborate closely with various departments to anticipate guest needs, resolve issues promptly, and maintain a seamless luxury experience. Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Nice To Haves
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 1 year of related work experience.
- Supervisory Experience: At least 1 year of supervisory experience.
- License or Certification: None
Responsibilities
- Ensuring exceptional and personalized guest interactions throughout the entire stay, from pre-arrival to departure.
- Overseeing guest experience operations and deliver memorable moments aligned with brand standards.
- Guest pre-arrival communication, including itinerary planning and personalized outreach
- Curating guest experience activities that enhance engagement and satisfaction.
- Collaborate closely with various departments to anticipate guest needs, resolve issues promptly, and maintain a seamless luxury experience.
- Assist management in training, evaluating, counseling, motivating and coaching employees
- Serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
- Develop/maintain positive working relationships
- Support team to reach common goals
- Listen and respond appropriately to employee concerns.
- Follow company policies and procedures
- Report accidents, injuries, and unsafe work conditions to manager
- Complete safety training and certifications
- Ensure personal appearance is clean and professional
- Maintain confidentiality of proprietary information
- Protect company assets.
- Welcome and acknowledge guests
- Anticipate and address guests’ service needs
- Assist individuals with disabilities
- Thank guests with genuine appreciation.
- Speak using clear and professional language
- Prepare and review written documents accurately and completely
- Answer telephones using appropriate etiquette.
- Ensure adherence to quality standards.
- Enter and locate information using computers/POS systems.
- Stand, sit, or walk for an extended period of time.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
