What are the responsibilities and job description for the Guest Services Team Lead position at Team Outsider?
**Job Title: Guest Services Team Lead**
**Location:** Walnut Hills Campground & RV Park
**Department:** Guest Services
**Reports to:** General Manager
**Employment Type:** Full-Time, Year-Round
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**Job Summary:**
We are seeking an enthusiastic and dedicated Guest Services Team Lead to join our dynamic team. In this role, you will oversee daily operations of the guest services department, ensuring that our guests receive exceptional service and support throughout their experience. Your leadership will set the tone for the team, driving initiatives that enhance guest satisfaction while maintaining a positive and efficient work environment.
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**Key Responsibilities:**
- **Team Leadership:** Supervise and mentor a team of guest service associates, fostering a culture of teamwork, professionalism, and guest-centric service. Conduct regular training sessions and performance evaluations to ensure team members meet and exceed service standards.
- **Guest Experience Management:** Act as the primary point of contact for guest inquiries, concerns, and feedback. Address issues promptly and professionally to ensure guest satisfaction and loyalty.
- **Operational Oversight:** Monitor daily operations to ensure department efficiency and effectiveness. Implement policies and procedures that improve quality of service and streamline processes.
- **Collaboration:** Work closely with other departments (e.g., housekeeping, maintenance, and activities) to coordinate guest services, resolve issues, and ensure a seamless experience for all guests.
- **Reporting and Analysis:** Maintain accurate records related to guest feedback, team performance, and service metrics. Analyze data and generate reports to identify trends and areas for improvement.
- **Problem Solving:** Quickly assess and resolve guest complaints or concerns; use discretion and make decisions to ensure guest satisfaction while adhering to company policies.
- **Training and Development:** Assist in the onboarding and continuous training of new and existing staff on guest service protocols, company policies, and best practices.
- **Guest Engagement:** Encourage and facilitate guest engagements through events or initiatives that enhance their experience and increase loyalty.
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**Qualifications:**
- Experience in guest services or hospitality, with at least 1 year in a supervisory or leadership role.
- Exceptional interpersonal and communication skills, with a strong ability to engage and empathize with guests.
- Proven problem-solving skills and the ability to manage stressful situations effectively.
- Strong organizational skills and attention to detail.
- Familiarity with guest service software and tools; and Google Workspace.
- Flexibility to work various shifts, including nights, weekends, and holidays.
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**Why Join Us?**
At Team Outsider, we are committed to creating a welcoming and inclusive environment for our guests and staff alike. As a Guest Services Team Lead, you will play a vital role in shaping the customer experience and contributing to our overall mission of service excellence. We offer competitive compensation, benefits, and opportunities for growth and advancement within our organization. Join us in becoming "The Most Hospitable Company In The World"!
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**How to Apply:**
Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience to walnuthills@teamoutsider.com We look forward to meeting you!
Team Outsider is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
