Guest Experience Supervisor

2 weeks ago

San Diego, United States The Westgate Hotel Full time

Starting at $23.00 - $25.00 an hour/ Full-Time

We are looking for individuals who have a passion for serving others while providing a memorable welcome and departure to our guest. A friendly smile and cheerful customer service to set the tone for our guest to enjoy their time at The Westgate Hotel. The Guest Experience Supervisor will be responsible to maintain daily operations of the Front Desk, Call Center, Guest Services and Garage Operations, Security and Patrols, Night Audit, Liaison and assist Food and Beverage as needed.

The Westgate hotel is a luxury hotel providing world-class elegance in hospitability. Devoted to tradition of excellence, providing memorable experience and genuine service. While carting for our employees and guests, to the serving the communities where we live. Join us in this beautiful, rewarding environment in the heart of downtown San Diego.

Classification: Non-Exempt

Reports to:Assistant Guest Experience Manager

Supervisory Responsibility:

The Guest Experience Supervisor forms part of the Rooms Management team and assists in supervising the hotel garage/front desk/ lobby and the arrival/departure experience.

Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Assists staff/guests during peak periods within department's
  • Daily shift handovers within each area - every shift
  • Presence in lobby/entrances throughout shift and at peak times
  • Resolving guest issues and providing follow up
  • Meal breaks and assuring that breaks are met for all
  • Preparing and signing off on all pass-downs logs and handovers
  • Thorough follow up with guests
  • Liaison with other departments to assure daily operations
  • Reconciliation and resolution of accounting/computer issues
  • Observing and training staff skills as needed to promote excellence in service
  • Reports shift activities to GSM daily
  • Will act as a MOD as scheduled
  • Initiates, develops and implements one new project every 4-6 months that will improve guest experience
  • Guest arrival experience
  • Hotel quality control check list and reporting
  • AAA /Westgate Hotel standards and practices checklist with Guest Service Agents
  • Scheduled during peak times (check in/outs) for lobby greeting and coordination with Bell/Valet team
  • Developing continuing training to encourage consistency
  • Training all Guest Service Agents to expected levels of proficiency
  • Assist with the implementation and reorganization of Hotels Standards and Procedures manual, once completed ensure consistency
  • Implementation of successful service checklist
  • Should be familiar with Concierge requests if the Concierge is not present.
Here's what needed for the job:
  • Opera PMS experience preferred.
  • Excellent customer service skills (2 + years preferred).
  • Ability to multi-task and work in a fast paced environment.
  • High school diploma or GED.
  • Certificate or diploma in hospitality advantageous.
  • Exceptional interpersonal skills.
  • Excellent written and verbal communication.
  • Good time management and organizational skills.
  • Conflict resolution experience.
  • Patience and good listening skills.
Work Environment: This job operates in a professional environment. We serve "Employees First and Guests Always."

Physical Demands:

Physical activities include walking, standing, stooping, hearing, seeing, talking, writing, grasping, and remain stationary at times throughout work periods.
Considerable repetitive motion of hands, and wrists is required.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Here's what we offer:
  • $200.00 Referral Bonus after being hired for each referral that is hired after 90 days of employment.
  • Flexible scheduling Full and Part Time.
  • Medical, Dental, Vision and other Benefits for full-time (30 hrs. a week) after 60 days of employment.
  • Hotel Stay Discounts.
  • Employee Meals.
  • AquaVie Fitness & Spa - Membership Discount.
  • Training and career growth opportunities.
  • Discounts at Grand America Hotels & Resorts properties.
  • Next to trolley station and downtown bus stops.

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