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    Guest Experience Manager - Las Vegas, United States - Westgate Resorts

    Westgate Resorts
    Westgate Resorts Las Vegas, United States

    1 week ago

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    Description
    Job Description


    This position's primary purpose is to oversee the Lobby Supervisor, Lobby Greeters, and the inhouse and dayline Customer Service Representatives.

    This position is responsible for hiring, training, scheduling, and monitoring Team Member performance.

    The Guest Experience Manager's main goal is to ensure that each guest has a memorable stay from the point of arrival to the point of departure.

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.


    • Coordinates Training for Greeters
    • Schedule Greeters
    • Approve time off
    • Oversee curbside greeting process
    • Partner with sales team to ensure Concierge Reps are assigned to families.
    • Monitor Team Member performance and conduct coachings
    • Facilitate monthly 1 on 1's for Team Members within department
    • Oversee the execution of Owner Events and Parties in addition to ensuring Concierge participation.
    • Partner with Operations and monitor occupancy forecast to ensure seamless guest arrival experience.
    • Supervise and report back to the Director of Concierge regarding the Greeters who are responsible for the following: Responsible for being in the lobby greeting all guests who enter
    • Interacting with guests.
    • Giving exceptional customer service.
    • Greet all guests as they arrive to check into resort.
    • Ensure guests are directed to appropriate desk and/or areas as needed.
    • Enter tour guest information into computer.
    • Locate sales representatives and making sure that they have picked up their Tours.
    • Assist other sales departments as needed.

    SUPERVISORY RESPONSIBILITIES
    Oversees the Lobby Supervisor, Inhouse Lobby Greeters, and Customer Service Reps (Dayline/Inhouse)
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