Guest Services Supervisor

Description

We are seeking a dynamic individual who will play a pivotal role in supporting our Guest Services team in delivering exceptional customer service to our guests and investors. This individual will have excellent critical thinking skills, and an agile ability to problem solve and lead by example in customer service and communication. You will consistently deliver both product quality and service in accordance with Villatel's goals.

Responsibilities

This job will initially be a hybrid position working in-person from our Davenport, FL office and remotely with future plans to work in-person at our offices in Orlando, FL.

Assist in managing the day-to-day operation of the guest services team to ensure Villatel's level of service and hospitality are provided to all guests. This position will interface directly and work hand-in-hand with the Operations Team to resolve guest concerns and issues. Responsibilities will include, but are not limited to:

•Will provide direction and coordination of the Guest Services staff. Lead, motivate, and coach a team of agents to achieve performance targets and provide exceptional service.
•Ensure that the check-in and check-out process runs as smoothly as possible. Reinforcing brand standards by conducting regular training sessions to enhance the skills and knowledge of our agents, ensuring they are well-equipped to assist guests and investors.
•Monitor and evaluate calls, emails, and chat interactions to maintain service quality and consistency.
•Handle escalated guest inquiries and issues effectively, ensuring swift resolution and guest satisfaction.
•Generate reports on team performance and call center metrics, providing insights for improvement.
•Identify opportunities for process optimization and implement best practices to enhance efficiency.
•Ensure team compliance with company policies, industry regulations, and data security standards.
•Work closely with other departments, such as property management and reservations, to coordinate and improve the guest experience.
•Create and manage team schedules to ensure adequate coverage during peak periods and maintain adherence to service level agreements.
•Performs any other duties and responsibilities as assigned.

Qualifications

•1 + years of experience in the hospitality industry.
•1+ years of supervising agents in a contact center environment.
•1+ years training support staff and agents.
•Experience working in a hybrid-remote team environment.
•Bilingual preferred (English/Spanish)
•Complex hotel and/or resort experience preferred.
•Well-versed in Microsoft Office Suite with an emphasis on Excel, Word, and PowerPoint.
•Well-organized, and self-motivated with ability to meet deadlines and goals.