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Guest Services Team Leader

2 months ago

Sevierville, Tennessee, United States Blue Water Hospitality Group, LLC Full time
Job Overview

The Guest Services Supervisor plays a pivotal role in ensuring that all visitors receive timely and attentive service, emphasizing meticulous attention to detail. This position is responsible for inspiring the team to achieve high levels of guest satisfaction through active engagement and support.

Key Responsibilities:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Oversee daily operations of the Guest Services team, including scheduling and task assignments. Collaborate with leadership to train and onboard new team members while fostering staff development. May assist in the recruitment process.
  • Guide the team in efficiently managing guest services, including the check-in and check-out procedures.
  • Act as the primary point of contact for guest service-related concerns, addressing issues promptly before escalating to property management. Respond to guest inquiries, challenges, complaints, and incidents at the front desk with attentiveness and professionalism.
  • Work closely with management to ensure a high level of guest satisfaction.
  • Support site assignments, group requirements, and events as needed. In the absence of a full-time guest service manager, serve as the liaison between the reservation center and sales and marketing to ensure meticulous handling of group sales and events.
  • Participate in daily and monthly departmental meetings as required. May engage in revenue management discussions to stay informed about promotions and upcoming changes.
  • Maintain a professional rapport and promote open communication with managers, associates, and other departments.
  • Proficiently operate all aspects of the guest services computer system, including generating reports and making basic edits to the property management system.
  • Create a motivating atmosphere for staff to excel in guest services.
  • Ensure that the property is consistently clean, organized, well-maintained, and ready for guests.

Other duties may be assigned as necessary.

Regular and reliable attendance is essential.

Qualifications:

  • High school diploma or equivalent.
  • A minimum of 2 years of experience in guest services.

Success Attributes:

  • A genuine passion for exceeding guest expectations and delivering exceptional service.
  • Outstanding follow-up and follow-through skills.
  • Strong attention to detail.
  • Excellent communication abilities.
  • Capability to thrive in a high-volume, time-sensitive environment.
  • Highly organized and detail-oriented.
  • Proficient with computer systems and technology.

Physical Requirements:
While performing the duties of this role, the employee is regularly required to communicate verbally and audibly. The employee frequently stands, walks, and uses hands for various tasks, including operating office equipment such as computers, calculators, and multi-line telephones. The role may require occasional lifting of office supplies and materials up to 20 pounds.

This position is seasonal. Based on satisfactory performance, the candidate may enter a seasonal temporary layoff during winter months with a commitment to return in the spring.

Blue Water Hospitality Group, LLC is dedicated to equal employment opportunities and makes employment decisions based on merit. We comply with all applicable federal, state, and local laws regarding equal employment opportunities and all laws related to employment terms and conditions.