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Hyatt Guest Experience Supervisor in ISLE OF PALMS, South Carolina

Description:

SUMMARY: TheGuest Experience Supervisor is primarily responsible for coordinating all interdepartmental communication related to guest and Colleague requests. They are the liaison between the Guest Services team and other departmental leaders including but not limited to Housekeeping, Engineering, Food and Beverage, and Reservations. S/he is responsible for all Guest Services tasks and duties as well as; scheduling, inventories, training new staff to 4 diamond levels, resolving customer challenges, and aiding in all departments of Wild Dunes Resort. The Guest Services Supervisor will maintain the AAA Four Diamond standards. This role will help facilitate any challenges in completing guest and Colleague requests while keeping the resort finances at the forefront of all decision making.

The Guest Experience Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!

Essential job FUNCTIONS:

  • Greets and welcomes guests

  • Ensuring daily check lists are completed and signed off prior to submitting to the Guest Communication Manager.

  • Holding regular meetings with other departmental leaders to insure best practices are being used to complete tasks efficiently

  • Troubleshoots recurring challenges preventing the quick completion of guest and Colleague requests

  • Training and supervising Guest Services personnel

  • Assist guest to ensure expectations are exceeded when fielding phone calls

  • Answers all incoming resort phone calls, in a friendly upbeat tone

  • Lead by example in taking ownership of guest and Colleague requests and following up to insure completion

  • Relays messages accurately

  • Provides general resort information to guests and Colleagues

  • Receives and sends guests faxes

  • Forwards incoming faxes to designated departments

  • Organize and supervise all mail room functions

  • Develop and maintain strong relationships with all resort departments through communication and regular face to face interaction

  • Always maintains a professional demeanor and attitude

  • Assists the Front Desk and Resort Ambassadors as necessary

  • Champion the use of GoConcierge to organize and track all guest related tasks and commitments

  • Maintains a resolution log for the resort and follows-up with managers on pending issues

  • Communicates all pertinent information to the Guest Communication Manager and Manager On Duty Team.

  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to Manager On-Duty.

  • Maintains oversight of iTendent work ticket system and runs monthly reports to determine efficiency levels of responding Colleagues

  • Acts with responsibility towards all company property, supplies and equipment.

  • Maintains a professional appearance. Follows all Wild Dunes Resort dress code standards.

  • Remains alert, courteous and helpful to the guests and colleagues at all times.

  • Communicate with all departments regarding any special need a guest may have

  • Maintain an up to date working knowledge of all resort amenities as well as any special events.

  • Attend all appropriate meetings to stay on top of any new projects, policies or procedures occurring on the resort

  • Provide professional communication via telephone, e-mail and written form.

  • Conduct daily pre-shift meetings to ensure all information for the day is passed to the Guest Services team.

  • Aid Front Office management in additional projects when requested

  • Keep accurate inventories of all supplies

  • Scheduling

  • Contacts appropriate party, if necessary, when a guest problem is reported

  • Provides general resort information for guests.One must have a general knowledge of the City of Charleston and surrounding areas.

  • Promotes and uses all 4 and 5 diamond guest service standards

  • Holds team accountable for all 4 and 5 diamond guest service standards

  • Resolves guest problems and is empowered to act in absence of manager

  • Performing courtesy call backs to guests inquiring into their stay and room appearance

  • Maintains an up to date working knowledge of all resort amenities as well as any special events

  • Communicates all pertinent information to the Front Office team

  • Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.

  • Acts with responsibility towards all company property, supplies and equipment.

  • Must help keep front desk and all Colleague areas clean

  • Attend all monthly and required resort meetings

  • Maintains a professional appearance. Follows all Wild Dunes Resort dress code standards.

  • Remains alert, courteous and helpful to the guests and colleagues at all times.

Colleague is held accountable for all duties of this job and other duties as assigned.

Qualifications:

eXPERIENCE & eDUCATION:

  • 4 year undergraduate degree preferred

  • Prior hospitality experience preferred

  • At least 3 years customer service experience in a high volume setting preferred

  • Experience in a Four-Diamond quality organization preferred

  • Knowledge in property management systems is a highly desirable

Job REQUIRMENTS:

  • Must be authorized to work in the United States

  • Must have excellent phone etiquette

  • Must be able to read, write and speak English

  • Must have strong computer skills

  • Must have strong working knowledge of Microsoft Office programs

  • Must be able to work well under pressure

  • Must be able to accurately follow instructions, both verbally and written

  • Must be highly detailed orientated

  • Must be able to work in a fast paced environment

  • Must have excellent listening skills

  • Must possesses excellent communication skills

  • Must be professional in appearance and demeanor

  • Must always ensure a teamwork environment

  • Ability to work a flexible schedule that may include evenings, weekends and holidays

  • Must have the ability to deal effectively and interact well with the guests and Colleagues

  • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

  • Must have a passion for creating an exceptional experience for all guests

Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.

Working CONDITIONS:

  • Must be able to stand on feet throughout the shift, with intermittent periods of walking

  • Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance

  • Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.

  • Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis

  • While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)

  • Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

The physical demands described here are representative of those that must be met by a Colleague to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this Colleague. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

Primary Location: US-SC-Isle of Palms

Organization: Wild Dunes Resort

Pay Basis: Hourly

Job Level: Full-time

Job: Guest Services

Req ID: ISL000659

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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