Customer Experience Lead

3 weeks ago


Castle Combe, United Kingdom Exclusive Hotels and Venues Full time

Key Responsibilities:

As a Guest Services Supervisor at Exclusive Hotels and Venues, you will be responsible for:

  • Coordinating Guest Services Team Functions: Oversee the daily operations of the Guest Services team, ensuring seamless execution of tasks and activities.
  • Operational Excellence: Maintain comprehensive knowledge of all operational areas within the Guest Services team, identifying areas for improvement and implementing solutions.
  • Customer Care and Service: Champion the highest level of customer care and service, delivering exceptional experiences that exceed guest expectations.
  • Lobby Hosting and Guest Greeting: Act as a lobby host at key times, meeting and greeting arrivals, and ensuring a warm and welcoming atmosphere.
  • Guest Profiling and Recovery: Champion and raise awareness of guest profiling, following up on guest complaints, and taking appropriate Guest Recovery action.
  • Team Performance and Development: Ensure team members are performing specific tasks to department SOPs, addressing development needs, and assisting in appraising employees.
  • Operational Cost Control: Control all operating costs within the standards set under the direction of the Guest Services Manager.
  • Sales Awareness and Maximization: Promote sales awareness positively within the Guest Services Department, maximizing sales opportunities.
  • Team Appearance and Grooming: Ensure all Team Members are well presented and groomed at all times.
  • Quality Training and Coaching: Assist the Guest Services Manager in quality training and coaching, ensuring consistent delivery of service standards.
  • Recruitment and Labour Resource Planning: Assist the Guest Services Manager in recruitment of staff and planning of the labour resource.


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