Guest Services Leader

Job Description: • Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members. • Provide SGSA and GSA’s mentoring, coaching and regular feedback to help manage conflict and improve employee engagement. • Educate/train team members in compliance with federal, state and local laws & safety regulations. • Ensure the team is job trained and has the tools and equipment to complete job duties. • Manage third party vendor staffing requirements, plan and assign work. • Ensure ‘one team approach’ and quality service through daily communication and coordination. • Develop programs that drive improvements in team member engagement and are aligned with the Make Every Interaction Counts brand service behaviors. • Develop, implement and monitor team member succession planning to ensure future strength. • Responsible for SGSA/GSA Training / Rostering / Coaching as directed by the EAM, Hotel Manager or General Manager. • Respond to guest complaints and ensure corrective action to resolve their issues / concerns. • Carry out the special needs and requests of guests and repeat visitors. • Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed. • Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates. • Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations. • Make time to interact with guests, solicit feedback and build relationships. • Assist SGSA’s/GSA’s in all Reception tasks. • Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards. • Ensure a safe and secure environment for guests, team members and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements. • Perform other duties as assigned by the EAM, Hotel Manager or General Manager. Job Requirements: • Minimum Diploma or equivalent plus 2-4 years’ service industry experience. • Supervisory experience is essential. • Must be proficient in written and spoken English.