Operations Supervisor

Location Charleston, SC
Property The Spectator Hotel
Date Posted January 7, 2016
Job Type Customer Service, Front Desk

Description

  • Consistently offer professional, friendly and proactive guest service through direct interaction and by supporting all front line staff. Treat each and every guest as a unique individual, building the guest profile to offer services and amenities that anticipate guest preferences.
  • Promote omniscience amongst the staff with regard to VIPs, special occasions being celebrated, and repeat guests.
  • Address guest issues as they arise and follow up to ensure satisfaction is achieved, offering creative options and compensation when warranted.
  • Facilitate and ensure the delivery of package elements and in room enhancements.
  • Assist guests with post departure services including their subsequent travel plans and future stays.
  • Foster a positive, team-oriented work environment through open communication, empathy and support. Consistently has a presence with guests and employees while balancing the administrative needs of the position.
  • Ensure that employee appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform, complete with nametag.
  • Complete regular quality assurance inspections and coaching accordingly.
  • Represent the Guest Services department by attending relevant meetings, and preparing the relevant reports and following – up as requested.
  • Assist in conducting daily shift briefings, ensuring that our colleagues are well informed and prepared to deliver outstanding service.
  • Assist in the training of employees, instilling luxury service standards and prioritizing the guest experience.
  • Perform essential functions of the Guest Services positions as needed to provide backup and cover shifts.
  • Address, document, and report employee conduct not in accordance with hotel standards.
  • Perform any other duties as requested by Management.

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