Guest Engagement Supervisor
3 weeks ago
As a Guest Engagement Supervisor at Trump Hotel Las Vegas, you will be responsible for providing exceptional customer service and leading a team of Guest Engagement agents. Your primary goal will be to ensure that every guest has a memorable and enjoyable experience at our resort.
Key Responsibilities:
- Supervise and train Guest Engagement agents to provide top-notch customer service.
- Monitor and report on agent productivity, including shop scores, closure ratio, and talk time.
- Partner with the IT department to resolve system issues that may impact guest service.
- Work with the Front Office team to ensure prompt and efficient resolution of guest inquiries.
- Manage room inventory and alert the Director of Revenue Management to potential issues.
- Provide service recovery for reservations-related guest complaints and provide feedback to the guest and other departments.
Qualification Standards:
High school degree required. Any combination of education and experience equivalent to a four-year college degree that provides the required knowledge, skills, and abilities.
Must have a minimum of two years of Reservations Agent experience, ideally with another luxury hotel company. Must be able to work varied shifts, including weekends and holidays.
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Guest Engagement Supervisor
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