Description
Must be 21 and over to Apply
Position Title: Guest Services/Reservations Lead
Reports to: Guest Relations Manager & General Manager
Positon Summary:
Accountable for ensuring the smooth and efficient execution of our Guest Services Standard of Operating Procedures through prompt, effective and proper guest service. Supervising General Job Performance of Guest Service Agents implementing of policies and procedures under guidance of Guest Relations Manager, training, responsible and perform any other duties requested by Front Office Manager or General Manager.
Duties & Responsibilities:
• Responsible for work schedule
• Responsible for establishing & communicating team’s weekly goals
• Meet with Guest Relations Manager to review reservations for each evening identifying potential issues, special occasions, etc.
• Liaise with Special Events Team to transition inquiries regarding large parties over the size of 12 guests
• Observe and monitor telephone manner and general performance of Guest Service Agents
• Streamline Policies & Procedures by creating and maintaining a Guest Services Standard of Operating Procedures Binder
• Streamline training of new Guest Services Agents by creating and maintaining a Guest Services Training Manual
• Escalate guest service issues to the Guest Relations Manager /General Manager
• Create Incentive Performance Reward Program to recognize and reward high performing Guest Services Agents
• Create a VIP Guest Tracking Program to ensure special handling of repeat guests and VIP guests
• Daily Guest Service Agents activities (book reservations, answer emails, check voicemail, etc.)
• Additional duties as requested.
Qualifications:
• Must be 21 and over to apply – No Exceptions
• Previous experience in supervising Resevationists
• Excellent communication / written skills
• Knowledgeable in all aspects of our operations(s) and can easily address inquiries from guests
• One year of Open Table
• Strong Team player
• Dress and act in a professional matter as Guest Services Agents are in an office setting
• Experience handling multiple phone lines including having a pleasant tone/voice and domineer
• Must be available to work mid-shifts and weekends
Must be 21 and over to Apply
Position Title: Guest Services/Reservations Lead
Reports to: Guest Relations Manager & General Manager
Positon Summary:
Accountable for ensuring the smooth and efficient execution of our Guest Services Standard of Operating Procedures through prompt, effective and proper guest service. Supervising General Job Performance of Guest Service Agents implementing of policies and procedures under guidance of Guest Relations Manager, training, responsible and perform any other duties requested by Front Office Manager or General Manager.
Duties & Responsibilities:
• Responsible for work schedule
• Responsible for establishing & communicating team’s weekly goals
• Meet with Guest Relations Manager to review reservations for each evening identifying potential issues, special occasions, etc.
• Liaise with Special Events Team to transition inquiries regarding large parties over the size of 12 guests
• Observe and monitor telephone manner and general performance of Guest Service Agents
• Streamline Policies & Procedures by creating and maintaining a Guest Services Standard of Operating Procedures Binder
• Streamline training of new Guest Services Agents by creating and maintaining a Guest Services Training Manual
• Escalate guest service issues to the Guest Relations Manager /General Manager
• Create Incentive Performance Reward Program to recognize and reward high performing Guest Services Agents
• Create a VIP Guest Tracking Program to ensure special handling of repeat guests and VIP guests
• Daily Guest Service Agents activities (book reservations, answer emails, check voicemail, etc.)
• Additional duties as requested.
Qualifications:
• Must be 21 and over to apply – No Exceptions
• Previous experience in supervising Resevationists
• Excellent communication / written skills
• Knowledgeable in all aspects of our operations(s) and can easily address inquiries from guests
• One year of Open Table
• Strong Team player
• Dress and act in a professional matter as Guest Services Agents are in an office setting
• Experience handling multiple phone lines including having a pleasant tone/voice and domineer
• Must be available to work mid-shifts and weekends
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