Sets a positive example for guest relations.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Supports employees understanding of customer service expectations and parameters.
Responds to and handles guest problems and complaints.
Supports navigator team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Maintains knowledge of daily house- count, arrivals/departures, VIPs, scheduled in- house group names, background, activities, locations, and times as well as special requests/arrangements
Serving as a role model to demonstrate appropriate behaviors.
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping).
Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
Responds to emergency situations using appropriate procedures.
Provides check- in and check- out services and handles reservations when needed.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures navigator team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
Coordinates day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Encourages and building mutual trust, respect, and cooperation among team members.
Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
Provides warm welcome and anticipation of guest needs throughout their stay.
Maintains knowledge of rooms and their locations, services and facilities of the hotel.
Assists in ensuring the navigator team provides services that are above and beyond for customer satisfaction and retention.
Ensuring Exceptional Customer Service
Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Maintains awareness of cultural differences needed to meet guest&039;s specific needs and requirements.
Interacts with guests to obtain feedback on product quality and service levels.
Maintains awareness of daily operations and events at the hotel.
Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
