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.
#J-18808-Ljbffr