Guest Services Supervisor

7 days ago


Kennedy Space Center, United States Villatel Full time
Job Title: Guest Services Supervisor

Villatel, a hospitality property management company, is seeking a Guest Services Supervisor to oversee and coordinate all aspects of guest services across multiple resort properties.

Key Responsibilities:
  • Supervise and mentor guest services staff to ensure delivery of outstanding service while upholding company standards.
  • Act as a point of contact for guests, addressing inquiries, and ensuring their needs are met promptly and professionally.
  • Collaborate with operations leaders to streamline guest service processes, identify areas for improvement, and implement solutions to enhance efficiency and effectiveness.
  • Liaise with dispatch agents to coordinate responses to guest requests, prioritize tasks, and allocate resources effectively to meet service demands.
  • Solicit and collect guest feedback through various channels, analyze trends, and collaborate with department leaders to implement improvements based on guest input.
  • Handle guest complaints or escalated issues with professionalism and empathy; working with relevant departments to resolve issues and ensure guest satisfaction.
  • Maintain accurate records of guest interactions, service requests, and feedback; generating reports as needed to track performance metrics and identify areas for improvement.
Qualifications:
  • High School Diploma or equivalent required. Associate or bachelor's degree in hospitality management, business administration, or related field preferred.
  • A genuine passion for hospitality and a dedication to exceeding guest expectations through personalized service and attention to detail.
  • Previous experience in customer service or hospitality management or supervisor role, with a passion for providing exceptional service and creating memorable guest experiences.
  • Excellent verbal and written communication skills, with the ability to interact professionally and effectively with guests, colleagues, and management.
  • Strong problem-solving skills and the ability to think quickly to address guest inquiries or resolve issues in a timely and satisfactory manner.
  • Ability to work collaboratively with colleagues and departments to achieve common goals and ensure guest satisfaction.
  • Meticulous attention to detail coupled with the resourcefulness to ensure accuracy in guest service requests and resolutions.
  • Willingness to work variable hours, including evenings, weekends, and holidays, to accommodate the needs of guests and the operational requirements of the resort properties.

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