Guest Experience Supervisor - #178970

Job Purpose:

The Guest Experience Supervisor plays a pivotal role in ensuring exceptional guest service and satisfaction within the Guest Experience department. They are responsible for overseeing the daily operations of the department, leading a team of Guest Experience Specialists, and coordinating efforts to enhance the overall guest experience.

Job Duties And Responsibilities:

(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

• Assist in overseeing the daily operations of the Guest Experience department, ensuring smooth workflows, efficient processes, and adherence to service standards.
• Supervise and provide guidance to a team of Guest Experience Representatives, ensuring high levels of motivation, engagement, and productivity.
• Conduct regular team meetings, training sessions, and performance evaluations to promote continuous improvement and provide feedback for individual development.
• Ensure guests receive prompt, courteous, and personalized service throughout their interactions with the department.
• Handle escalated guest inquiries, complaints, and complex issues, resolving them effectively and efficiently.
• Collaborate with other departments (e.g., Front Desk, Housekeeping, Food and Beverage) to streamline guest service processes and ensure seamless coordination.
• Maintain accurate records, reports, and documentation related to guest interactions, service recovery, and departmental activities.
  
  

Job Specifications:

Education and Experience:

Essential:

• Proven experience in a supervisory or managerial role within the hospitality or customer service industry.
• 3 years of experience in Guest Service and/or Hospitality
• High school diploma
  
  

Desirable:

• N/A
  
  

Essential:

Skills and Knowledge:

• Excellent interpersonal and communication skills, both written and verbal.
• Strong communication skills, both written and verbal, with the ability to compose professional responses and reports.
• Ability to handle guest complaints and resolve issues with diplomacy and empathy.
• Proficient in using standard office software (e.g., Microsoft Office Suite).
• Excellent organizational and time management skills to handle multiple tasks and prioritize effectively.
• Strong leadership abilities, with the ability to motivate and inspire a team.
• Exceptional problem-solving and conflict resolution skills.
• In-depth knowledge of customer service principles and practices.
• Familiarity with hospitality software and reservation systems.
• Flexibility to work evenings, weekends, and holidays as required.
  
  

Desirable:

• Experience in review site management (Google, TripAdvisor, Yelp, etc.)
• Working knowledge of PMS (Infor, preferred)
• Multi-lingual
  
  

Supervisory/Managerial Accountability:

Direct: Guest Experience Specialist

Indirect: None