What are the responsibilities and job description for the Guest Experience Supervisor position at Sycuan?
Job Purpose:
The Guest Experience Supervisor plays a pivotal role in ensuring exceptional guest service and satisfaction within the Guest Experience department. They are responsible for supervising the Guest Experience team, managing guest relations, and aiding the Guest Experience Manger in daily activities.
Job Duties and Responsibilities:
(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)
Assist in overseeing the daily operations of the Guest Experience department, ensuring smooth workflows, efficient processes, and adherence to service standards.
Supervise and provide guidance to a team of Guest Experience Representatives, ensuring high levels of motivation, engagement, and productivity.
Conduct regular team meetings, training sessions, and performance evaluations to promote continuous improvement and provide feedback for individual development.
Ensure guests receive prompt, courteous, and personalized service throughout their interactions with the department.
Handle escalated guest inquiries, complaints, and complex issues, resolving them effectively and efficiently.
Collaborate with other departments (e.g., Front Desk, Housekeeping, Food and Beverage) to streamline guest service processes and ensure seamless coordination.
Maintain accurate records, reports, and documentation related to guest interactions, service recovery, and departmental activities.
Design guest satisfaction surveys and distribute applicable results to appropriate personnel
Job Specifications:
Education and Experience:
Essential:
Proven experience in a supervisory or managerial role within the hospitality or customer service industry.
3 years of experience in Guest Service and/or Hospitality
High school diploma
Desirable:
N/A
Skills and Knowledge:
Essential:
Excellent interpersonal and communication skills, both written and verbal.
Strong communication skills, both written and verbal, with the ability to compose professional responses and reports.
Ability to handle guest complaints and resolve issues with diplomacy and empathy.
Proficient in using standard office software (e.g., Microsoft Office Suite).
Excellent organizational and time management skills to handle multiple tasks and prioritize effectively.
Strong leadership abilities, with the ability to motivate and inspire a team.
Exceptional problem-solving and conflict resolution skills.
In-depth knowledge of customer service principles and practices.
Familiarity with hospitality software and reservation systems.
Flexibility to work evenings, weekends, and holidays as required.
Desirable:
Experience in review site management (Google, TripAdvisor, Yelp, etc.)
Working knowledge of PMS (Infor, preferred)
Multi-lingual
Supervisory/Managerial Accountability:
Direct: Guest Experience Specialist
Indirect: None
