Guest Services Shift Leader Overnight

Virginia International Raceway•Alton, VA

just now•Onsite

About The Position

VIR is growing our Guest Services team with a focus on the guest and customer experience. Our goal is to provide a flawless experience when visiting VIR and this role is critical to the daily operations. To be a successful member of the team, you should be able to complete the responsibilities required of this role as assigned by the Guest Services Director. Guest Services Shift Leader Responsibilities: Complete all tasks as assigned by the Assistant Director, Guest Services and in support of other departments. Assist with training and programs for all VIR Guest Services systems Maintain proper cash procedures to ensure asset protection. Deliver excellent customer service to our Guests and visitors. Become a subject matter expert on Guest Services including website navigation. Proficiency with our Hotel Management System including reservation management, group sales and payment processing. Monitor Fetch messages with guests to ensure timely responses to requests for amenities and information. Provide Guest Services at various locations on property including property access, check-in and check-out processes including executing on any special requests with a sense of urgency. Knowledgeable with load in, parking, and signage plans for spectator and daily events. Oversee guest services transactions and point of sale processes, including power, camping, paddock vehicle pass, short and long term garage rentals, and long term parking in the VMTP. Implement problem-solving strategies to address challenges and maintain operational efficiency. Monitor guest feedback and implement strategies to improve guest satisfaction and loyalty. Ensure personalized services for special guests, including hospitality and groups. Address and resolve guest complaints and concerns in a timely and professional manner. Monitor e-mail inbox, answer phone calls, check voicemails & emails throughout the shift. Provide guests with VIR information and accommodate guests during their visit in an attentive, courteous and friendly manner. Communicate and escalate any shortages, damages, maintenance requests, or security issues and place Fetch work orders as needed to the Assistant Director, Guest Services.

Requirements

Overnight and weekend availability
Excellent interpersonal skills, including strong customer service orientation.
Ability to identify and/or follow up sales leads and referrals.
Ability to work under pressure and meet deadlines.
Ability to use independent judgment to analyze and resolve problems.
Good time management and organizational skills.
Ability to resolve customer complaints and concerns.
Ability to create, compose, and edit written materials.
Strong interpersonal and communication skills and the ability to work effectively and independently
Ability to stand often for extended periods of time.
Ability to work in adverse weather conditions.
A valid Drivers license is required.
The items listed above are the priority, but do not exclude you from being a VIR World ambassador at all times and offering assistance to all VIR programs/employees when they are in need.

Responsibilities

Complete all tasks as assigned by the Assistant Director, Guest Services and in support of other departments.
Assist with training and programs for all VIR Guest Services systems
Maintain proper cash procedures to ensure asset protection.
Deliver excellent customer service to our Guests and visitors.
Become a subject matter expert on Guest Services including website navigation.
Proficiency with our Hotel Management System including reservation management, group sales and payment processing.
Monitor Fetch messages with guests to ensure timely responses to requests for amenities and information.
Provide Guest Services at various locations on property including property access, check-in and check-out processes including executing on any special requests with a sense of urgency.
Knowledgeable with load in, parking, and signage plans for spectator and daily events.
Oversee guest services transactions and point of sale processes, including power, camping, paddock vehicle pass, short and long term garage rentals, and long term parking in the VMTP.
Implement problem-solving strategies to address challenges and maintain operational efficiency.
Monitor guest feedback and implement strategies to improve guest satisfaction and loyalty.
Ensure personalized services for special guests, including hospitality and groups.
Address and resolve guest complaints and concerns in a timely and professional manner.
Monitor e-mail inbox, answer phone calls, check voicemails & emails throughout the shift.
Provide guests with VIR information and accommodate guests during their visit in an attentive, courteous and friendly manner.
Communicate and escalate any shortages, damages, maintenance requests, or security issues and place Fetch work orders as needed to the Assistant Director, Guest Services.