Guest Experience Supervisor (Hospitality)

Company:  1440 Multiversity
Location: Santa Cruz
Closing Date: 08/11/2024
Salary: £125 - £150 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description

Guest Experience Supervisor (Hospitality)

Qualifications

  • Knowledge of Oracle Opera PMS
  • Excellent communication skills with an emphasis on active listening
  • Solid ability to learn and use new computer programs
  • Ability to problem solve and collaborate with others to find a solution
  • Must be able to follow safety and emergency protocols
  • Attention to detail and ability to handle multiple tasks
  • Willingness to take on responsibility within the framework of a team
  • Ability to work a flexible schedule that includes nights, weekends, and holidays
  • A passion for 1440 Multiversity's mission and values, as well as a strong desire for creating a welcoming guest experience
  • Able to quickly learn about products, customer sales techniques as well as policies and procedures
  • Ability to create and maintain positive relationships
  • Be able to organize and manage multiple priorities in a fast-paced environment
  • Able to follow cash handling policies and procedures
  • Professionalism and strong communication skills

Responsibilities

  • The Guest Experience Supervisor delivers exceptional sales and service to in-person guests as well as via phone, chat, and email
  • This position interacts closely with guests making it a critical role in representing 1440 Multiversity's mission, vision, and values
  • The Supervisor provides a welcoming, effective, and efficient service, while anticipating and exceeding the guest's expectation
  • The Supervisor provides outstanding, responsive customer service and has an in-depth knowledge of the campus operations and retail products sold at 1440 Multiversity
  • This position will provide on-site support to the Front Office Manager in leading the Guest Experience Team in all Front Desk related duties
  • Deliver an exceptional customer experience to all guests on campus following 1440 standards
  • Willing and able to be cross trained in all 1440 outlets
  • Efficiently and effectively resolve customer concerns
  • Refer major guest concerns to the Front Office Manager
  • Able to establish excellent working relationships with other departments to deliver a safe, clean, and relaxing environment that supports the guest experience
  • Professional in actions and appearance and provide a welcoming presence to every guest
  • Able to follow procedures for registrations, sales, and check-in
  • Support the Front Office Manager in scheduling associates based on business level and operational needs
  • Collaborate in the creation of SOP, training protocols, and checklists
  • Able to train associates in Front Desk operations such as and not limited to check-in and check-out, billing, Opera reporting
  • Create a delightful experience for guests before and during their stay - on the phone, online, and in person
  • Ensure that all Guest Experience procedures, sales, pre-arrival back-office tasks, check-in, guest finance, and remuneration are maintained in accordance with established policy and procedures and budgetary constraints
  • Take registrations via phone, email, and chat and occasionally in person
  • Stock and ensure Guest Experience area is clean and tidy and storage areas are organized
  • Be proficient in inspecting rooms to ensure proper cleanliness protocols and standards are followed
  • Work with the entire team to meet measurable revenue goals and service standards
  • Continuously seek out solutions to improve the guest experience and the efficiencies of the Front Desk team
  • Be knowledgeable about menu items, retail items, and product features and recommend items that might be appealing to guests
  • Prepare and serve hot or cold food and beverages including espresso drinks
  • Assist in proactively keeping track of all supply inventory
  • This includes ordering replacements, obtaining supply maintenance, and keeping supplies clean and organized
  • Evaluate and maintain all rooms and supplies regularly and make recommendations for additional supplies and equipment that would be beneficial to programs and our campus
  • Other duties and projects as assigned

Benefits

  • FLSA: Non-Exempt

Reports to: Front Office Manager

Department: Guest Experience

FLSA: Non-Exempt

Company information

1440 Multiversity opened its doors to guests from around the world in May 2017. Part conference center, part wellness resort, part Ted-talk auditorium, our campus features state-of-the-art classrooms, meeting spaces, and accommodations tucked away in a lush forest between Santa Cruz and Silicon Valley. Whether you're looking for personal growth, business development, or health and wellness, 1440 has weekend and 5-day programs for you and your group. Redwood trails, copper-adorned buildings with majestic views, and decks built around sky-high tree trunks keep you wrapped in nature while on our 75-acre campus. With locally sourced meals, classes, fitness center, infinity-edge hot tub, and more, your stay at 1440 is designed to educate, nurture, and inspire.

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