Guest Services Supervisor

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Guest Services Supervisor

The role of a Guest Services Supervisor is to ensure the highest levels of client and visitor care. To consistently deliver service excellence as a role model and to drive Guest Services Ambassadors and Coordinators to provide seamless visitor experience and all reception duties are attended to. A highly selfmotivated individual who has an instinctive customer centric approach that anticipates our HSBC colleagues & customers needs in line with the CX vision enabling opportunities for everyone to flourish.

Reporting to Guest Services Manager

HSBC 8 Canada Square

Working hours/pattern

Monday to Friday on a rotational basis 40 hours per week. Flexibility is essential to support events and key business activity.

Key responsibilities

Customer Focus

• To ensure that all visitors experience service excellence consistently with the Guest Service Ambassadors providing a warm courteous and prompt welcome on arrival and throughout the client journey
• To collate customer feedback on an ongoing basis via Corrigo and followup with customers to ensure resolution
• To ensure accurate information is available for Guest Services Ambassadors to provide local area knowledge and liaise as a point of contact between clients and hosts
• Liaising with PA/EA teams clients & visitors and providing excellent customer service encouraging the team to deliver wow moments when the opportunity arises
• Monitoring mobile reception technology to ensure functionality and Guest Services Ambassadors are delivering service fluently and in harmony with Vgreet
• Proactively deal with enquiries requests or complaints in person via the telephone or email in a timely and professional manner ensuring effective problem resolution
• Ensure a commitment to service excellence recognising guest service ambassadors and colleagues with service STARs

Leadership Accountability

• To lead the teams awareness of business and team activity with regular and adhoc communication
• Strategically rota the team according to VIP events and transfer floor meetings
• Provide administration support having full working knowledge of Asure visitor management room and desk booking system to support guests or HSBC colleagues with any queries
• Ensure meeting rooms are kept to the required standards and ready for use at all times using the Corrigo FM process
• Ensure that all times the Guest Services team are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform
• Organise excellenceaudits and scorecards of the Guest Services areas to ensure reception desks/ Vgreet guest waiting areas and client suites are always maintained to highest standards of tidiness and cleanliness
• Support a culture of continuous learning within the team supporting them on their journey of being a customer services professional with short takes etc with the Guest services Supervisor being the trained trainer

Proactive Guest Services Operation and Communication

• Adaptable to work throughout the Guest Services operation including main building reception internal reception spaces and Guest Services Hub providing leadership support appropriately
• Communicate effectively the management team displaying accuracy and attention to detail both in verbal and written communication
• Maintain a strong awareness of business activity communicating all updates with Guest Services Ambassadors whilst building strong and lasting relationships
• Escalate any new / ongoing / potential issues and complaints to the Guest Services Deputy Manager so that they are addressed accordingly
• Organise the training of new Guest Services team members including induction plans and reviews
• To support and guide all Guest Service Ambassadors and Coordinators with their daily tasks and personal development to help improve each individual and overall service standards for the client

Person Specification/Requirements

• At least 2 years experience within a Front of House role in a corporate environment 5star hotel members club or flagship airline
• Selfmotivated service leader committed to driving service excellence
• Possesses fluency in leading reception services and standard operating procedures together with in house meeting reservations procedures and other internal/external communication methods
• Ability to demonstrate empathy excellent customer service and practical skills
• Operational knowledge of all reception services and standard operating procedures
• Must have excellent organisational skills and good attention to detail
• Professional and high standard of overall communication
• Should have an excellent and positive can do attitude and a great team player and leader
• Able to work in a busy and pressurised environmentproviding a discreet and personalised service.

From time to time the company may require you to work at other sites on projects company development site visits or similar. You will also positively represent the company at all times along with being present in the workplace at critical times of operation.

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