Guest Services Shift Leader Overnight - Alton
1 day ago
Job description
Description
VIR is growing our Guest Services team with a focus on the guest and customer experience. Our goal is to provide a flawless experience when visiting VIR and this role is critical to the daily operations. To be a successful member of the team, you should be able to complete the responsibilities required of this role as assigned by the Guest Services Director.
Guest Services Shift Leader Responsibilities:
- Complete all tasks as assigned by the Assistant Director, Guest Services and in support of other departments.
- Assist with training and programs for all VIR Guest Services systems
- Maintain proper cash procedures to ensure asset protection.
- Deliver excellent customer service to our Guests and visitors.
- Become a subject matter expert on Guest Services including website navigation.
- Proficiency with our Hotel Management System including reservation management, group sales and payment processing.
- Monitor Fetch messages with guests to ensure timely responses to requests for amenities and information.
- Provide Guest Services at various locations on property including property access, check-in and check-out processes including executing on any special requests with a sense of urgency.
- Knowledgeable with load in, parking, and signage plans for spectator and daily events.
- Oversee guest services transactions and point of sale processes, including power, camping, paddock vehicle pass, short and long term garage rentals, and long term parking in the VMTP.
- Implement problem-solving strategies to address challenges and maintain operational efficiency.
- Monitor guest feedback and implement strategies to improve guest satisfaction and loyalty.
- Ensure personalized services for special guests, including hospitality and groups.
- Address and resolve guest complaints and concerns in a timely and professional manner.
- Monitor e-mail inbox, answer phone calls, check voicemails & emails throughout the shift.
- Provide guests with VIR information and accommodate guests during their visit in an attentive, courteous and friendly manner.
- Communicate and escalate any shortages, damages, maintenance requests, or security issues and place Fetch work orders as needed to the Assistant Director, Guest Services.
Requirements
- Overnight and weekend availability
- Excellent interpersonal skills, including strong customer service orientation.
- Ability to identify and/or follow up sales leads and referrals.
- Ability to work under pressure and meet deadlines.
- Ability to use independent judgment to analyze and resolve problems.
- Good time management and organizational skills.
- Ability to resolve customer complaints and concerns.
- Ability to create, compose, and edit written materials.
- Strong interpersonal and communication skills and the ability to work effectively and independently
- Ability to stand often for extended periods of time.
- Ability to work in adverse weather conditions.
- A valid Drivers license is required.
The items listed above are the priority, but do not exclude you from being a VIR World ambassador at all times and offering assistance to all VIR programs/employees when they are in need.
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