Guest Service Supervisor

JOB OVERVIEW:

The Guest Service Supervisor supports the Guest Service Manager in improving the guest service experience and ensuring that all guests are satisfied. They are required to assist store and corporate employees via email and phone with guest issues, help, and / or training. This role requires the ability to manage and deescalate stressful situations. They need to be able to quickly problem solve for employees and guests while maintaining a professional and empathetic manner.

KEY RESPONSIBILITIES:

Supervise the guest service team and train staff members to provide the highest standards of guest service.

Handle complaints and questions from guests and staff via phone and email in a professional, polite and timely manner (24 hours).

Escalate/resolve guest service issues to ensure they are resolved in a timely manner.

Ensure that all company policies are followed by managing the employee guest service scores and same month cancel protocols. Must have effective communication with salon managers, employees, and other corporate employees.

Use the phone to answer inbound calls to verify account information and keep accounts updated.

Cancel and freeze Beach Club memberships.

Offer innovative ideas to improve the guest experience.

Handle guest surveys, Beaches Buck distribution, swag, new memberships, secret shoppers, audits, and monthly salon summaries.

Assist with monthly manager meeting power point presentation.

Assist the manager as needed with refunds, escalations, scheduling, end of month processing, beginning of month influx and other needed tasks.

Work with marketing to address online reviews.

Help with tidying the office and keeping supplies organized.

Respond and fight chargebacks.

Keep track and document same month cancels and accounts not signed up properly.

Stand in as Manager when the Manager is unable to.

GENERAL SKILL AND COMPETENCIES:

Capacity to work under pressure

Active listening and empathy

Excellent written and verbal skills

Ability to prioritize, multi-task, and manage time efficiently

Excellent attention to detail and accuracy

Problem solving and critical thinking skills

Professional appearance and behavior

Ability to promote and work in team environment

Guest service oriented

Ability to work with and resolve complex guest issues in a timely matter

Adhere to company policies and demonstrate an elevated level of integrity

REQUIREMENTS:

High school diploma/ GED required

Strong computer and software knowledge

Reliable and honest

2-3-year customer service experience; minimum 1 year experience in supervising

Must be able to work at least 40 hours a week with some flexibility