Guest Services Supervisor

The Supervisor of Guest Services is responsible for enhancing the guest experience. The Supervisor is there to support, develop, and improve individual crew members and the department's processes. He/She will work closely with the Director of Guest Services to help with retention of both crewmember and clients and instill client loyalty through exceptional customer service.

Outcomes & Responsibilities

• Create a seamless and distinctive guest experience by managing crewmember's performance (evaluation, coaching, recognition, and discipline)
• Develop and retain high performing Guest Services Executives by selecting, training and coaching each tier. Must have effective two-way communication that creates a high commitment to performance and continuous improvement.
• Demonstrates accountability with exceptional follow through and delivery of commitments
• Manages issued case alerts and client escalation to find opportunities to improve client retention
• Builds effective relationships with vendors to deliver a seamless customer experience
• Maintain working knowledge of the day to day responsibilities of the team and process updates
• Responsible for identifying areas of opportunity for process development and change to enhance the guest experience
• Responsible for scheduling the team tiers in order to provide adequate coverage. Will also approve time cards to ensure schedule compliance.
• Conduct Performance Review, coaching and disciplinary action when warranted
• Provide first tier support to Guest Services when a customer is upset or needs to speak with a supervisor
• New SuiteKey members are welcomed enthusiastically to the JetSuite family and are provided with all relevant information regarding the booking and quoting process.
• Responsible for identifying and managing Key Performance Indicators for both the team as a whole and individual crewmember success
  

Behavioral Competencies

• Makes effective decisions using analysis of situation and JetSuite values and standards
• Excellent communication skills; written and verbal
• Leads and manages others effectively, inspires commitment and ensures execution
• Interpersonal skills with crewmember and customers, listens and resolves issues effectively with empathy
• Ability to prioritize and triage situations in order of importance while being time sensitive/aware.
• Must be very organized and detail-oriented
• Keen sense of situational awareness and foresight and the ability to be professionally assertive
  

Functional Competencies

• In depth understanding of Radixx/Astro/SalesForce/Gmail
• Thorough knowledge of all JSX/JetSuite policies, products and procedures
• Thorough understanding of inter-department relationships and productivity
• Working knowledge MS Office, Google Business Solutions
• Impeccable verbal and written communication skills
  

Required Education & Experience

• High School Degree
• Supervisory experience
• 5 Years of interacting with Customers/People delivering services face to face
• 2 Years Airport Operations Experience

Preferred Education & ExperienceCollege Degree4 years of Airport Operations Experience