Guest Experience Supervisor
Charlestown Hotels
- Bayfield, WI
- Permanent
- Part-time
- Work alongside Guest Experience Assistants to ensure the accurate completion of shift checklists
- Ensure and coach consistent delivery of preferred “script” for arriving guests verbal orientation of the hotel and all hotel amenities, including when possible information on our history, mission, specific location
- Ensure all phone calls (internal and external) are answered promptly and knowledgeably, always ensuring complete and accurate information.
- Book guest reservations for individuals and/or groups that are requested either by phone or from within the retreat in accordance with established standards using the retreat's reservations system
- Up-sell rooms and amenities where possible to maximize retreat average room rate and revenue / guest / stay; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Process cancellations, revisions and information updates on changes within the reservations system.
- Assist in the updating/merging/completion of Guest Profiles to fill all mandatory fields
- Review all arriving/departing Guest Profiles; research pertinent information/preferences; Prepare staff for service to VIP guests
- Build authentic rapport with all guests, recognizing repeat business and VIP guests
- Foster concierge-style service to guests; Provide accurate information about the surrounding area and attractions when asked by guests; email / mail retreat-specific information sheets and brochures to guests, as requested.
- Ensure consistent, clear, open and frequent communication from the Guest Experience / Front Desk team as it is crucial to ensure that retreat services are coordinated to provide the best possible guest experience.
- Promote teamwork and quality service through daily communications and coordination with other departments. Notify sales of any possible group and/or event inquiries/bookings.
- Accountable for maintaining updated and optimized team process documentation: shift checklists, standard operating procedures (SOPs), shift notes, system & equipment information. Ensure team is consistently following outlined processes and procedures.
- Take ownership of the front of house “zone” (Front Desk, Lobby, Bar & Dining Rooms, Garden Haus, Peace Pod) to ensure the area is clean, well-organized and all materials necessary for the completion of a successful shift are easily accessible and readily available; Request purchases, as needed; Develop organization systems with GET and / or collaborate with partner teams..
- Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting, as requested.
- Ensure all cash handling and credit policies are followed
- Follow established key control policy
- As requested, learn to process TA Commissions, OTA Reconciliations / Updates, daily accounting / audit activities and / or reporting.
- Support Assistant Retreat Director in the coordination of guest immersion activities, including 1:1 sessions. Support Assistant Retreat Director in leadership of retail sales area. Collaborate with the Group Experience & Sales Coordinator as needed to deliver superior experiences to Group/Guided Retreat & Event clients.
- Lead the ongoing training and development of team members in order to increase their productivity and guest service effectiveness
- Identify strengths and weaknesses, recognize “teachable moments”
- Foster a pleasant work environment with positive energy, lead by example
- Ensure self and team are knowledgeable of all property safety and emergency procedures. Ensure team compliance with cybersecurity initiatives.
- Perform all other duties as directed by immediate supervisor
- 2-3 years' experience as a Guest Service Agent, Supervisor or Manager
- Front Office Accounting experience
- Must have experience at properties of similar size and quality
- Verifiable record improving guest service and satisfaction