Guest Services Supervisor

JOB SUMMARY

The Guest Services Supervisor is primarily responsible for managing the Guest Services team while overseeing the day-to-day operations of the Guest Services desk and ensuring delivery of the ultimate guest experience for all Easton visitors.

ESSENTIAL FUNCTIONS

• Oversight and management of Guest Services representatives, including training, performance evaluations, and reviews.
• Supervision of Guest Services desk opening/closing process.
• Oversight and management of the department scheduling.
• Oversight and reporting of Easton Community Room and Booth.
• Oversight and management of department inventory and supplies.
• Oversight and management of the guest recovery resolution process.
• Oversight of guest tracking.
• Deliver weekly department communications and property updates.
• Manage point of sale (POS) system updates and provide guidance and training to Guest Service representatives as needed.
• Assist with linking tenants to the Easton gift card program.
• Exemplify the principles of the Easton Excellence program by providing unparalleled service that goes beyond the expectations of our guests.

QUALIFICATIONS

• High School diploma or equivalent.
• 1-2 years prior experience in a Guest Services department, customer service-related role or a customer facing comparable industry experience.
• Working knowledge of the retail industry preferred.
• Experience with multi-line phone system, POS system, and other office equipment.
• Proficient in Microsoft Word, Excel, Teams, and Outlook. 

CORE COMPETENCIES

• Excellent customer service skills.
• Positive customer-centric attitude.
• Ability to interact with co-workers, guests, and tenants in a professional manner.
• Strong leadership skills.
• Clear and concise communicator.
• Proactive and solution driven.
• Ability to prioritize responsibilities and multitask if needed.
• Highly organized.
• Knowledge of Microsoft Office software including but not limited to Word, Excel, Teams, and PowerPoint.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

TRAVEL

Travel is not expected for this position.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT

Steiner Real Estate Services is proud to be an Equal Employment Opportunity employer that is committed to inclusion and diversity. We seek individuals from all backgrounds to join our team and encourage our employees to bring their authentic selves to work.

Steiner Real Estate Services will not tolerate discrimination and harassment of any type regarding race, color, religion, national origin, age, sex, veteran status, gender identity, sexual orientation, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.