Guest Services Lead

Job Summary:
Seabrook Hospitality is a leading provider of exceptional guest experiences, we pride ourselves on delivering unparalleled service and creating memorable moments for our guests. Our commitment to excellence extends to every aspect of our operations, from luxurious accommodations to attentive customer service. Seabrook Hospitality is seeking a dynamic and customer-focused individual to join our team as a Guest Services Lead. The Guest Services Lead will play a pivotal role in ensuring our guests receive outstanding service throughout their stay. This position requires strong leadership skills, organizational skills, exceptional interpersonal abilities, and a passion for delivering exceptional guest experiences.

Job Duties and Responsibilities (Essential Functions):

• Act as the primary point of contact for guests, addressing inquiries, resolving concerns, and ensuring that all requests are handled promptly and professionally.
• Ensure all guest interactions are handled with empathy, respect, and professionalism, creating an outstanding guest experience from check-in to check-out.
• Handle guest complaints or special requests, escalating issues to management when needed, and implement corrective actions to resolve concerns quickly.
• Assist the Guest Services Manager in overseeing front desk operations, ensuring smooth check-in/check-out processes and accurate guest information management.
• Support the nightly operations by responding to maintenance emergencies, troubleshooting minor repairs, and ensuring the facility remains operational during evening hours.
• Collaborate with housekeeping and maintenance teams to ensure that all rooms are in top condition for guest arrivals.
• Provide overnight shift coverage on a rotating basis, responding to any guest concerns or maintenance issues that arise during the night, and ensuring the safety and satisfaction of all guests.
• Coordinate with the maintenance team for after-hours repairs or emergencies, ensuring minimal disruption to guests' stays.
• Monitor guest safety, security, and comfort throughout the overnight shift, addressing any operational or guest issues as they arise.
• Supervise the guest services team, providing guidance and support to ensure a high level of service and professionalism.
• Lead training and development programs for new and existing front desk staff, ensuring team members are well-equipped to handle guest interactions, check-ins, and problem resolution.
• Foster a positive and collaborative team culture, mentoring employees and promoting professional growth.
• Maintain clear communication with all departments, ensuring smooth coordination of guest requests, special accommodations, and home assignments.
• Ensure that all team members are updated on guest preferences and any specific requirements for upcoming stays.
• Regularly review guest feedback and performance metrics to identify areas for improvement, implementing strategies to enhance the guest experience and operational efficiency.
• Take proactive steps to improve service quality and resolve recurring issues.
• Oversee inventory management processes, including ordering and stocking of guest amenities, supplies, and equipment.
• Ensure that all supplies are readily available and meet the standards of Seabrook Hospitality’s guest experience expectations.
• Maintain a safe and welcoming environment for all guests and employees.
• Complete incident reports for any accidents, injuries, or security concerns, following established procedures to ensure safety and compliance.
• Performs other duties as assigned.

Knowledge/Skills/Abilities:

• Exceptional communication and interpersonal skills, with the ability to interact effectively with guests and team members at all levels.
• Capable of working independently while maintaining a high level of performance
• Strong problem-solving abilities, with a proactive and solution-oriented approach to guest issues.
• Excellent organizational skills and attention to detail.
• Proficiency in property management systems (PMS) and other relevant software applications.

Qualifications:

• High school diploma or equivalent; college degree in hospitality management or related field preferred.
• Proven experience in a customer service role, preferably in the hospitality industry.
• Valid driver's license and clean driving record.
• Must be able to work weekends, holidays, and evenings including overnight shift hours, with shifts varying between 3:00 PM and 1:00 AM
• All candidates must pass a background check prior to employment.

Physical Requirements:

• May be required to stand for extended periods and perform physically demanding tasks.
• Able to operate a computer and other office productivity equipment.
• Indoor/outdoor environment subject to changing conditions and temperatures.
• Ability to ascend/descend ladders or stairs, stoop/bend, push/pull, and occasionally work overhead and at heights up to and sometimes exceeding 40 feet.
• Ability to lift, carry, push, and pull objects weighing up to 50 pounds to 100 pounds occasionally.

Hourly Rate: $19-$21

Employment Status: Full-Time

Seabrook Offers

• Medical, Dental and Vision Insurance for all full-time team members
• 401(k)
• Basic Life Insurance – 100% Company Paid
• Voluntary Life, Critical Illness and Accident Insurance
• Paid Time Off:
  • 10 days (80 hours) earned with up to 2 years of service.
  • 15 days (120 hours) earned up on completing 2-4 years of service.
  • 20 days (160 hours) earned upon completing 5-8 years of service.
  • 25 days (200 hours) earned upon completing 9 years of service.
• Employee Assistance Program
• Teladoc Virtual Services
• Tuition Reimbursement
• Discounts and Rental Credits

Seabrook is an equal opportunity employer, committed to fostering an inclusive and diverse workplace. We encourage candidates of all backgrounds to apply.

Salary : $19 - $21