Job Description

Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of the customers daily.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Respond to and handle guest problems and complaints.

• Empower employees to provide excellent customer service.

• Observes service behaviors of employees and provides feedback to individuals.

• Strives to improve service performance.

• Provides immediate assistance to guests as requested.

• Ensures employees understand customer service expectations and parameters.

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Spearheads the reservation process and desk management with the assistance of the venue manager

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Informs and/or updates the executives, peers, and subordinates on relevant information promptly.

• Maintains high visibility in public areas during peak times.

• Understands and can implement all emergency plans including accidents, deaths, elevators, thefts, vicious crimes, bombs, fire, etc.

• Performs duties in high-demand times In AER