Guest Services Supervisor

Rapport is a specialized division of FLIK Hospitality Group focused on guest and employee services, meeting planning and conference center management.

The Lead Guest Services Agent (GSA) provides direction, supervision and training to Guest Services Agents while working closely with Conference Coordinators and Conference Aide’s; reports directly to the Senior Conference Center Manager.

• Day to day leadership and guidance of GSA team to maximize support to conference center
• Working with Senior Conference Center manager to create weekly GSA schedule while being flexible to changes of business
• Escalate all concerns with coverage of Reception Desk to Senior Conference Center Manager
• Provide timely and necessary feedback to the team to support development of each team member
• Ensure the GSA team is providing and adhering to platinum service standards and KPIs
• Responsible for uniform management
• Support planning of team outings and volunteer events
• Respond to escalations in a timely manner
• Develop daily direction to GSA’s on all responsible areas including special projects daily, weekly, monthly as necessary
• Proactively suggest areas of improvement to SOP’s, and management of responsible areas
• Responsible for training new GSA’s and developing appropriate training schedule
• Ensure GSA’s complete required trainings as necessary
• Responsible person for the organization and cleanliness of both reception areas
• Assist with coverage in any area needed
• Create coverage schedule in the events of PTO, Call-outs or training
• Ensure all schedules are entered into and updated in MYSTAFF
• Provide input to the Senior Conference Services Manager with regards to employee performance, particularly while preparing for annual and semi-annual performance reviews
• Conduct quarterly and yearly performance appraisals for all team members
• Conduct performance appraisals, coaching and counseling, etc. for direct reports in Reception Services

• Properly greet and handle visitors with a smile and maintain eye contact throughout the interaction
• Answer telephones in a friendly, professional manner, taking messages accurately and handling or referring questions and requests
• Implement established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
• Manage closely all activity in the internal visitor processing system
• Register all guest activity and liaise with other centers on visitor processing
• Act as overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information
• Communicate requests to appropriate internal support departments such as building maintenance, information technology, audio visual technology and mail room
• Have a thorough understanding of emergency procedures and be prepared to carry out designated tasks in the event of a fire or other emergency
• Adhere to Hospitality signature look
• Maintain the attractive, neat appearance of the Reception area, keeping newspapers and periodicals in order, coffee service replenished, etc.
• Troubleshoot a wide variety of requests and situations, both for guests and for team members
• Gain an understanding of company culture, key areas of activity and create “transparency”
• Provide coverage due to call outs, PTO, and/or associates leaving early
• Prepare and submit daily reports to appropriate recipients
• Participate in daily, weekly, and monthly meetings

• Greet and direct and/or escort clients to designated meeting room
• Conduct overall room appearance site inspection and work with Facilities Management to maintain facilities
• Work closely with Conference Center team (Coordinators, Catering, Audio/Visual) on overall execution of events
• Handle on-floor conference room activities, being aware of meeting start/end times, attendees in the room, food and beverage orders, etc. Advising the appropriate staff of changes in meeting room status, special requests, etc.
• Assist in conference room readiness inspections to determine…