Guest Services Manager
1 month ago
The Role and What You’ll Do:
Guest Services Managers must be natural leaders eager to support a team of Guest Services Leads and Associates by mastering our Guest Services standards and expectations. The Guest Services Manager will be integral in team and performance management, taking a significant role in executing regular quality assurance and coaching across their assigned team members. The Guest Services Manager will be the primary source of support and backup for their assigned team and be responsible for handling complex issues answers for the guest facing team and troubleshoot escalations regarding their team’s focuses. The Manager may also be asked to assist with an increased volume of traffic from time to time due to the unpredictable at times nature of our guest outreach. A successful candidate should be prepared to work as part of the Guest Services Management team helping shape the overall efforts and workflows utilized daily to drive us toward success, while also leading the performance management of their assigned team members. A successful GS Manager’s day-to-day work will include but not be limited to the following:
- Fielding customer escalations from Leads or Associates involving complex issues or uncommon questions that need additional support;
- Handles inter-departmental representation for assigned focuses;
- Helps facilitate consistent and ongoing training and onboarding efforts;
- Conducts frequent coaching and quality assurance assessments on team members and provides 1 on 1 feedback regularly;
- Assists with being a key point of contact for on-site program issues within Guest Services scope; and
- Supports the team by maintaining documentation and digital retention for knowledge bases and service portals.
Required qualifications:
- Excellent customer service and communication (written and verbal) skills
- Be comfortable in a technology heavy environment, interfacing with various computer software and resources
- Ability to use judgment to escalate sensitive or special requests to Guest Services Director
- Ability to be proactive and take initiative to solve complex issues/challenges
- Attention to detail, organization, and critical thinking skills are a must
- Must be flexible with working hours, able to work weekends, evenings and sometimes holidays
Preferred qualifications:
- 3 or more years’ experience in customer service or client facing roles
- 3 or more years’ experience managing the performance of a small-medium Customer Service team
- Experience with a Help Desk or Ticketing Support System (Salesforce preferred).
- Experience with a VoIP Phone System and/or front-line Call Center ACD work (Sharpen CX preferred)
- Experience with Microsoft 365 and/or Google Workspace (formerly G Suite) Products
- Experience with reading, navigating, and creating spreadsheets
- Program/Project Management experience a plus
Travel:
Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require up to 10% travel.
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