Guest Services Team Leader
1 week ago
Develop guest services team to provide outstanding guest service through daily supervision of operations at areas that guest services is required to assist
- Manages a team of front-line colleagues to include their on-the-job training, daily attendance, grooming, coaching, appraisals and personal development plans
- Engender a culture of positivity and teamwork within the department, across all levels
- Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues' well-being
- Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
- Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
- Ensure that all safety rules and procedures are being adhered to at all times
- Ensure that policies, procedures and performance standards that are in place in the department are being followed
- Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
- Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
- Deal with any internal or external requests and issues that are beyond the scope of their front-line colleagues
- Update lost & found inventories and prepares the items for distribution when necessary
- Efficiently manage lost & found storeroom
- Train staff on promotions/discounts programs and upsell to meet related goals
- Train staff on point-of-sales automated system using Omni ticketing software
- Conduct departmental training as required
- Conduct communication briefings as required
- Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance
- Handle guests concerns courteously and fairly, provide appropriate, available and achievable service recovery as needed
- Perform the tasks of Guest Services Associates as required
- Respond, and action web enquiries related to guest services
- Any other related duties as assigned by the department or management'‹'‹
- Minimum 1 year of Guest Services Experience is a must
- Basic knowledge of ticketing systems
- Possess strong leadership skills
- Excellent communication skills
- High level of respect and integrity
- Positive and upbeat attitude
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