Guest Services Director

Universal Weather and Aviation•Tampa, FL

About The Position

The Guest Services Director will create & establish programs with management team that will continually improve both Internal/l External Services to our Clients as well as our associates. The Director and Management Team will develop internal department sales tools to improve sales at all company locations. Under the direction of the Sr Director, the Director and Managers will be responsible for managing the overall business functions of the Guest Services Department, by directing and managing of their assigned team of Guest Service Representatives to meet and exceed both the demands of our clientele, as well as, performance expectations of the company. The Assistant Director and Managers will institute a structured, proactive Quality Control process during the reservation experience and prior to the delivery of any service, resulting in greater client satisfaction and higher operating efficiencies. The Director, Assistant Director and Managers of Guest Services will work with Operations, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system.

Requirements

Four-year degree in business or hospitality preferred.
Two plus years experience in managing a call center environment.
Experience in managing client relationships in a business environment.
Ability to utilize MS Word/Access/Excel.
Must be able to multi-tasking during the course of regular business and exceptional organizational skills.
Excellent Verbal and written communications skills.
Prior experience or knowledge of food services and/or aviation required
Proficient in critical thinking, with the ability to assess information, identify patterns and draw logical conclusions. Ability to carry out instructions furnished in written, oral, or diagram form to achieve optimal outcomes.

Responsibilities

Coordinate with Assistant Director for approval on all positions.
Work with Managers to assure the Department is adequately staffed at all times with trained associates.
Assures all Associates work in a safe and Professional and Positive Environment.
Review Documentation of Corrective actions taken by Management weekly.
Lead implementer in all process/systems upgrades and training and development of such.
Conduct weekly GS department meetings. With input from team create agenda and monitor weekly, actionable items as they are accomplished.
Send agenda and participate in bi-weekly meetings with network team, create bullet point agenda of specific CS opportunities as it relates to the network.
Conduct a meeting with Sales/Marketing to get the upcoming road map of potential new clients being on boarded as well as review any opportunities that Sales needs to attend to.
Attain all annual budgeted number.
Continual reduction in associate turnover.
Smart Goals- success will be measured using the Smart Goals, which are established annually, just prior to the new Fiscal Year starting which include:
Specific Job Responsibilities
Stellar Customer Service
Integrity & Accountability
Entrepreneurial Spirit
Teamwork Commitment