The At Your Service Supervisor is responsible for supervising and training the agents (PBX Operator) who provide a general service outlet for guests, by eliminating the call around process for any guests’ reservations, requirements, complaints or comments, before, during and after a guest stay. He/she will have a complete understanding of AYS and Front Office staff's roles and duties and be able to perform duties at any given time.
- Minimum 1-2 years of luxury hotel experience required or equivalent.
- Possess outstanding guest services skills, professional presentation, and communication skills.
- Handle a multitude of tasks in an intense, ever-changing environment.
- Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
- Typing skills essential.
- Experience in Excel, Word, Outlook, Opera and GXP is a plus.
- Operate multi-line switchboard efficiently.
- Supervise, train and coach At Your Service agents.
- Approach all encounters with guests and employees in a professional and personalized manner.
- Knowledge of hotel emergency procedures.
- Possess superior phone etiquette, manners, record keeping and follow-up skills.
- Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards.
- Offer to handle special arrangements during guest stay; coordinate future visits.
- Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay.
- Liaison with key departments to ensure optimal performance.
- Complete projects in a timely manner as required by Front Office Management.
- Develop strong team spirit among co-workers and related departments.
- Maintain confidentiality of all guest information and pertinent hotel data.
- Perform other duties as required by my management.
- High school diploma: 2-year college degree preferred.
- Ability to communicate in the English language. Second language is a plus.
- Strong problem solving and analytical abilities.
- Ability to meet deadlines and work under pressure.
- Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
- Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
- On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
- Intermittently twist to reach equipment or supplies surrounding desk.
- Use the telephone and computer keyboard daily.
- Must be physically fit to lift, pull, and push items up to 50 pounds.
- Also requires standing/walking/reaching and bending throughout shift.
Job Type: Full-time
Pay: $16.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Physical setting:
Schedule:
- Day shift
- Evening shift
- Holidays
- Morning shift
Work Location: In person