Guest Services Supervisor

4 days ago


Wembley, United Kingdom ABM Full time

**Description**:
LOCATION: LDO Wembley / Guest Services Supervisor

PAY RATE: £13.07 PER HOUR

WORKING HOURS: 40 HOURS PER WEEK

SHIF PATTERN: 5 days out of 7

Main Duties & Responsibilities:

- To assist the Guest Services Manager in the management of the Guest Services Team
- Ensure front office guest services staff provide guests with prompt service, professional attention and personal recognition.
- Greet guests warmly with a genuine smile and eye contact; escort the guest where possible to the location/destination.
- Upsell LDO gift card where possible and maximise centre revenue
- Accurately process all cash and credit card transactions using established procedures. Be in compliance with GDPR policy and ensure all transactions are handled in a secure manner.
- Deal with any outstanding guest requests or issues that may require additional monitoring or follow-up
- Take action to solve guest problems/ complaints
- Being knowledgeable about the local area, attractions, directions and facilities and to supply this information to guests on a regular basis.
- Answer incoming calls in a prompt and courteous manner.
- Responsible for cash float
- Build relationships and loyalty with guests, colleagues and brand partners at all times, with an ability to anticipate their needs.
- Ensuring the safety and well-being of our guests and co-workers by maintaining a knowledge of crisis and emergency procedures
- To maintain personal hygiene standards at all times
- Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
- Maintain professional grooming standards.

Leadership
- To ensure the guest services team are performing their duties in line with procedures outlined within the departmental handbook and to report any issues to line manager.
- To ensure all guest services staff meet the required uniform standards
- To supervise the guest services team by utilising their hours efficiently and effectively using rotas and responding to operational needs.
- To highlight training needs of guest services team and to assist with refresher training.
- To assist the line manager with the training and induction of the guest services team
- Ensuring operating procedures and standards are implemented, maintained and reviewed
- To report any maintenance requirements within the department to the facilities department
- Conduct meetings and 1-2-1 with the line manager
- Adhering to data protection protocols GDPR



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