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The Hospitality Worker Lead is responsible for ensuring guest satisfaction by booking reservations, assisting with guest needs, and resolving or escalating any guest concerns or issues. May also be responsible for oversight or delegation of responsibilities within the guest services operation including luggage transport.
Job Responsibility:
Schedules and assigns daily work assignments of the guest services team and oversees completion of tasks
Trains and guides guest service staff on job duties, customer service, systems, and procedures
Greet and provide customer service to guests while anticipating their needs
Responsible for performing service recovery to patients/customers who have received unsatisfactory service
Book reservations and coordinate registration
Operate a register and/or software system to complete cash and credit card transactions
Answers phone calls and emails and deliver messages as needed
Maintains excellent customer service and positive attitude towards guest, customers, clients, co-workers, etc
Reconciles disputed guest charges
Participates in Quality Assurance Programs and reviews to address areas in need of improvement
Requirements:
Supervisory experience in a related role preferred
Previous guest services experience required
High school diploma or equivalent required
Demonstrates excellent customer service skills
Demonstrates interpersonal and communication skills, both verbal and written
Demonstrate organization skills, accuracy, and attention to detail
What we offer:
Medical
Dental
Vision
Work/life resources
Retirement savings plans like 401(k)
Paid days off such as parental leave and disability coverage