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Guest Services Team Leader

2 months ago

Norman, Oklahoma, United States Aramark Full time

Job Overview
Under the guidance of the Guest Service Manager, the Guest Services Team Leader is accountable for overseeing operations within the Guest Services Department. This role ensures that both staff and guests enjoy a welcoming and positive experience at the facility.
Key Responsibilities
  • Supervises Guest Services Support Staff to provide continuous coverage, 24/7.
  • Coordinates registration processes and transportation logistics for all guests.
  • Trains Front Desk and Concierge staff utilizing established training programs in collaboration with Aramark and conference center clients.

Service Oversight
Ensures exceptional service is delivered in the following areas:
  • Check-in and check-out procedures.
  • Implementation of the Lobby Ambassador Program.
  • Guest orientation regarding local attractions and facility amenities.
  • Professional telephone service and PBX operation.
  • Management of guest mail, messages, and special deliveries.
  • Coordination of guest transportation reservations.
  • Thorough understanding and application of the property management system.
  • Familiarity with night audit processes.
  • Assistance to guests with any inquiries or concerns, ensuring timely follow-up.
  • Maintenance of sundry supplies and restocking as needed.
  • Issuing and monitoring of safe deposit boxes.
  • Opening and closing of support staff cashier banks.

Training and Development
Designs and implements training programs to ensure staff proficiency in daily operations, safety practices, and adherence to Aramark policies. Responsible for the procurement, storage, and inventory management of supplies essential for daily functions. Maintains close communication with all departments to facilitate a seamless guest experience. Establishes, implements, and adheres to all emergency protocols. Performs additional duties as assigned by the Guest Services Manager.
Qualifications
Requires a positive demeanor, strong work ethic, and dedication to delivering outstanding service to clients, guests, and colleagues. Proficiency in personal computer applications is essential. Experience in various aspects of guest services is preferred. Must possess the ability to lead, inspire, and communicate effectively with team members. Strong organizational skills are essential. Ideally, candidates should have two years of experience in hospitality services or a similar environment in roles such as Guest Services or Concierge Supervisor. Proficiency in reading, writing, and speaking English is required. This position may involve physical demands, including lifting, bending, pushing, pulling, and extended periods of walking and standing. Uniforms and/or Personal Protective Equipment (PPE) may be required.
About Aramark
The mission of Aramark is rooted in service and united by our purpose to achieve great things for our employees, partners, communities, and the planet. We believe in providing equal employment opportunities and ensuring that all employees can participate fully in all aspects of the company. We do not discriminate based on race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status, or any other characteristics protected by applicable law.