Customer Service Lead

6 days ago

California, United States Leisure Sports Hospitality Full time

Job Summary

Leisure Sports Hospitality is seeking a highly skilled and experienced Front Office Supervisor to join our team. As a key member of our Front Office department, you will be responsible for ensuring that our guests receive exceptional service and have a memorable experience at our hotel.

Key Responsibilities

  • Assist in the hiring, supervision, training, and development of Front Desk Agents, DTS-Operators, and DTS-Delivery Attendants
  • Be fully capable in all duties, responsibilities, and expectations of the Front Office position
  • Assist in ensuring Leisure Sports Hospitality's Human Resources policies and employment practices are followed in the Front Office Department
  • Ensure responsiveness of staff to all guest questions and concerns
  • Ensure that all Front Office policies and procedures are consistently enforced and followed by all staff
  • Assist in providing the necessary tools for Front Office associates to perform their jobs in the most efficient and hospitable manner
  • Assist in determining the requirements for, and follow up with, special groups and VIPs
  • Assist in preparing and posting weekly schedules that are compatible with guest needs and budget guidelines
  • Supervise the workload during your shift; complete checklists as required
  • Ensure Leisure Sports Hospitality's Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
  • Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
  • Assist in handling and resolving all guest issues
  • Assist in updating group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
  • Serve as a role model and set an example for service excellence within the Front Office
  • Have a thorough understanding of Micros, Guestware, and PMS systems, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the Sales & Marketing Departments
  • Conduct daily R Way Stand-Up meetings for department
  • Other responsibilities or projects as assigned by the Front Office Manager

Requirements

  • Initiative and Leadership
  • Customer Service skills and the ability to focus staff on customer service
  • Communication Skills
  • Hiring, Training, and Coaching Skills
  • Organization Skills; Attention to Detail
  • Dynamic and Outgoing Personality

Performance Measurement

  • Guest Retention and Satisfaction; Guest Survey scores
  • Customer Service and Facility Walkthrough Scores
  • Core Value Quick Check Scores
  • Front Office Departmental P&L
  • Quarterly Audit scores
  • Staff Retention and Satisfaction

Essential Physical Requirements

  • Able to write, speak clearly, read, hear, and see
  • Standing for prolonged periods
  • Walking, bending, kneeling
  • Lifting and carrying (up to 30 lbs.)
  • Typing and computer operation
  • Occasional telephone work/use

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