Guest Services Team Leader

2 weeks ago

Greenville, South Carolina, United States Crescent Services Full time

At Crescent Services, we pride ourselves on delivering outstanding hospitality experiences to our guests. Our team is made up of dedicated professionals who are passionate about creating memorable moments. We believe that our Associates are the heart of our success, and we are committed to fostering an environment where you can truly shine in your career journey.

We offer a range of benefits to support your well-being and professional growth, including:

  • Competitive compensation packages
  • Comprehensive benefits for eligible team members and their families
  • 401K matching for qualifying associates
  • Flexible work schedules to accommodate your personal commitments
  • Discounts at our managed properties across North America
  • Complimentary parking
  • Free meals during shifts

As a Guest Services Team Leader, your primary responsibilities will include overseeing the daily operations of the front desk to optimize revenue and enhance guest satisfaction.
Previous experience in a full-service hotel environment and flexibility in scheduling are preferred.

Key Responsibilities:

1. Address guest inquiries, special requests, and concerns to ensure high levels of satisfaction and encourage repeat visits.

2. Lead and mentor the Guest Service Agents, providing clear communication and direction to ensure effective teamwork.

3. Maintain composure during busy periods and emergencies, serving as a role model for the team. Resolve guest issues by thoroughly investigating and implementing effective solutions. Authorize revenue adjustments when necessary, after exploring alternative options.

4. Perform additional job-related tasks as assigned.

5. Prior experience in a full-service hotel and flexibility in scheduling (AM, PM, and Overnight shifts if required) is preferred.

Essential Skills and Qualifications:

Availability for a flexible schedule, including holidays, nights, and weekends is essential. Previous supervisory experience in front desk operations is highly preferred. Strong communication skills in English are required. A self-motivated attitude with a calm demeanor is essential. Professional appearance and conduct must be maintained at all times. Ability to collaborate effectively with guests and team members is crucial.

Proficiency in basic math and the ability to perform calculations accurately using a calculator. Competence in accessing and inputting information using a moderately complex computer system. Capability to stand, walk, and perform tasks behind the front desk continuously. Ability to identify and respond to emergency situations. Strong verbal and written communication skills to prepare detailed reports on room availability and revenue generated. Ability to establish and maintain positive working relationships with colleagues and guests.

Performance Expectations:

Customer Satisfaction:
Our guests are our priority. Positive interactions with Crescent staff are key to ensuring a memorable guest experience. It is vital to remain professional and treat all guests and associates with respect and courtesy at all times. Every team member is an ambassador for guest relations.

Work Ethic:
To uphold a positive experience for both guests and associates, your work habits should consistently meet and strive to exceed hotel standards regarding procedures, appearance, punctuality, and attendance. Adaptability to changes in procedures and a willingness to learn new skills are essential.

Safety and Security:
The safety and security of our guests and associates are of utmost importance. All team members must adhere to hotel security policies and procedures, particularly concerning key controls and reporting safety hazards.

Note:
This description outlines the essential functions of the position but is not exhaustive. Additional job-related duties may be assigned as necessary. This description is subject to change at the discretion of the Company and does not constitute an employment contract.

Crescent Services is an Equal Opportunity Employer, committed to a diverse and inclusive workplace.

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