Guest Experience Supervisor (Hospitality)

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.