Guest Service Agent Shift Leader

Responsibilities:

• Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are escorted to the correct room.
• Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction.
• Implementing procedures to improve services offered with the aim of attracting more customers.
• Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.
• Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
• Understanding what guest expectations are and anticipating problems in order to prevent complaints.
• Acting as a link between guests and hotel management.
• Attending meetings with management to discuss problems and strategies for improvement.
• Handling cash or payments made by credit card.
• Understanding safety and emergency procedures.