Guest Engagement Supervisor

POSITION PURPOSE:

Provide supervision, direction and leadership in the Resort Services Department in accordance with the objectives, performance and quality standards supportive of the brand. The Guest Engagement Supervisor ensures the highest level of quality to all customers; ensures enforcement of policies and procedures; proper selling and use of sales techniques for Room, Dining and activities including training designed to enhance overall hotel and collection wide revenue. This position works closely with the Guest Engagement Manager and the Director of Revenue, to ensure revenue is being maximized on a daily basis.

ESSENTIAL FUNCTIONS:

• Ensures the adherence of all agents to the professional standards set forth by the company.

• Assists with the training of all new hires in all job functions (all TH properties, Opera, Voice Agent, HotSoS, room types, spa, golf, groups, etc.)

• Monitors and reports on agent productivity, including shop scores, closure ratio, talk time, any other standard as set by the department leader.

• Partners with IT department to solve any system issues that may inhibit servicing callers.

• Works with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner.

• Manages room inventory, and alerts Director of Revenue Management to any potential issues regarding room availability. Manages the sellout of the resort, working with revenue management and operations to strive for perfect sales, by aggressively auditing the system, and proactively maintaining a waitlist.

• In the absence of the Director of Revenue Management and Guest Engagement Manager, maintain all systems, including building rates, and group links.

• Provides service recovery for reservations related guest complaints and provides feedback, if necessary, to the guest and other departments.

• Assists in training within the department.

• Mentor, coach and supervise Guest Engagement team in issues relating to daily operation.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to read, listen and communicate effectively in English.

• Expert knowledge of the Opera PMS system, SynXis reservations system, and all extranet distribution channels.

• Ability to access, read and accurately input information using a moderately complex computer system.

• Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.

• Analytical ability sufficient to analyze information, assess reservation trends and make relevant decisions.

• Excellent organizational skills and ability to work well under pressure and meet deadlines.

• Comprehension of technical application of reservations systems.

QUALIFICATION STANDARDS:

EDUCATION

High School degree required. Any combination of education and experience equivalent to a four-year college degree that provides the required knowledge, skills and abilities.

EXPERIENCE

Must have a minimum of two years of Reservations Agent experience, ideally with another luxury hotel company. Must be able to work varied shifts, to include weekends and holidays.