Guest Experience Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Supervisor

Description

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.

The Guest Experience Supervisor leads the hotel's front desk and guest services team. Guest Experience Supervisor must be a strong problem-solver with an unwavering focus on guest satisfaction throughout the hospitality experience. As a team leader, the Guest Experience Supervisor must ensure adequate staffing, promote hotel brand standards, train and coach team members, and model expected behavior. The primary responsibilities of a Guest Experience Supervisor include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams. Additional responsibilities may include scheduling and tracking labor.
Position Responsibilities / Essential Functions:
• Consistently offer professional, friendly, personalized and engaging service.

• Handle guest concerns and react quickly, logging and notifying proper areas.

• Correspond with guests before, during, and after their stay to fully determine their satisfaction with their stay.

• Able to create reports from the Medallia.

• Assist with group reservations, contracted blocks and OTA's

• Attends department meetings/pre-shifts to drive goals.

• Develops and conducts service training during department meetings.

• Follows up with We Care issues before the guest departs.

• Able to develop and assist with incentives for associates to drive Customer Service and NPS Score.

• Be the key driver for World of Hyatt Elite Members.

• Overseeing customer satisfaction to In-House guests.

• Looks for customer service trends and informs individual managers of results.

• Works with Division Heads to drive corrective results. Creates master spreadsheet of tactics and accountability towards improved Medallia scores.

• Able to create analytics from Medallia reports and create Excel spreadsheets to share information.

• Monitor all Guest Feedback sites including HySat, TripAdvisor, Yelp, etc. and respond.

• Initiate pre-arrival communication to as many guests as possible with the goal of beginning a dialogue and creating stories.

• Analyze survey data and communicating action items pertaining to areas of opportunity

• Service recovery of detractors and We Care guests.

• Reinforce promoters by responding to their surveys and creating relationships with guests who are already loyal.

• Meet with our pre-arrival guests at check-in or check-out if possible.

• Contact guests via stayover email to resolve any potential opportunities or requests while guests are in-house.

• Personal contact with all guests who've filled out a survey for a previous Hyatt stay. Flag reservation with all new information.

• Follow up with guests via departure email to ensure satisfaction from recent stay.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Qualifications
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm, and resolving problems using good judgment.

• Must have flexible schedule.

• Be able to work with minimal supervision; maintain confidentiality of guest information and pertinent data.

• Computer literate in Microsoft Window applications required.

• Highly responsible & reliable.

• Ability to work well under pressure in a fast paced environment and work cohesively as part of a team.

• Ability to focus attention on guest needs, remaining calm and courteous at all times.

• Confident personality with excellent personal presentation and communications skills.

• Self-starter with the ability to work both independently and within a team.

• Most work tasks are performed indoors

• Requires grasping, writing, standing, sitting, walking, listening and hearing ability and visual acuity.

• Requires manual dexterity to use and operate all necessary equipment.

• High School Diploma or equivalent required

• College degree in Hospitality a plus+

• Minimum of 2 years' experience in luxury hotels in an operations department and/or customer service.