• Assist in all aspects of the Guest Services department and ensure service standards are followed.
• Provide leadership support in the daily operational duties for the facility.
• Ensure proper staffing and scheduling of all Guest Services colleagues in accordance with productivity guidelines.
• Promote a positive environment for the team.
• Consistently offer professional, friendly, and engaging services.
• Communicate pertinent information for each shift and area of operation through pre-shift logs, emails, and departmental meetings.
• Take the lead in answering guest inquiries and resolving guest recovery situations.
• Generate reports, process payroll, participate in recruitment, and maintain reports and staff logs.
• Assist with special projects on various operational issues.
• Promote effective work practices, collaborate as a team member, and show respect for coworkers.

Skills: Leadership, Staff Scheduling, Guest Relations, Communication, Payroll Support, Recruitment, Problem-Solving, Teamwork

• Supervise the check-in and information desk team by managing breaks, schedules, and delegating assigned tasks and duties.
• Assemble name badges, collateral, and lanyards prior to the conference.
• Manage and handle confidential materials and information.
• Collate name badges alphabetically for quick retrieval.
• Check in attendees upon arrival and distribute collateral and name badges.
• Record attendee inquiries, close the loop on suggestions, requests, and complaints.
• Identify potential issues while taking a proactive approach to troubleshooting using available tools and resources.
• Perform daily opening and closing duties, including setting out badges in the morning and securing them at the end of the day.
• Monitor the Meeting Center application to ensure all reservations and requests are fulfilled promptly.
• Lead and mentor the team with customer service as the primary focus.

Skills: Supervision, Scheduling, Confidentiality, Attendee Check-In, Customer Service, Problem-Solving, Team Leadership, Task Delegation

• Oversee front office activities by managing routine office work and administrative responsibilities of the resort.
• Supervise individual guest services team members to ensure consistent performance.
• Manage daily operations of Admissions and Food and Beverage.
• Collaborate with Guest Services and Food and Beverage Managers to build an effective team that delivers safe and memorable guest experiences.
• Coordinate displays by overseeing setups, monitoring, takedowns, and ensuring contract compliance.
• Attend industry and internal conferences to represent the resort and maintain professional development.
• Understand the Crisis Management Plan and train Guest Services staff on responsibilities during emergencies.
• Assist in projecting revenues and expenses to support accurate budget preparation.
• Interview, hire, train, and manage seasonal employees to maintain staffing needs.
• Ensure comprehensive training of Guest Services staff for service consistency.
• Perform administrative duties within the management office.

Skills: Office Administration, Staff Supervision, Operations Management, Team Collaboration, Event Coordination, Crisis Management, Budgeting, Hiring & Training

• Supervise the day-to-day operations of the Guest Service kiosk as a working supervisor.
• Oversee security, maintenance, and administration of radio dispatching.
• Respond to guest inquiries via phone, email, or in person.
• Maintain and update the guest information database and files.
• Update the mall website with store promotions, employment opportunities, and other relevant content.
• Input gift card sales and complete monthly reconciliations.
• Support marketing initiatives.
• Assist in budget preparation and monitor revenues and expenses.
• Manage the Lost and Found program, including tracking items and releasing items to security.
• Prepare and submit monthly guest service revenue and equipment reports.
• Complete administrative duties, including staff schedules, payroll timesheets, and supply replenishment.
• Oversee cross-training initiatives within the Guest Services department, setting goals and performance criteria.

Skills: Operations Supervision, Database Management, Guest Communication, Website Updates, Financial Reporting, Marketing Support, Budget Monitoring, Staff Training

• Create and nurture a positive work environment for front-line team members.
• Uphold resort-wide and departmental service standards.
• Create and maintain schedules for Guest Services Agents and Ticketing Agents, including daily scheduling, breaks, and staffing adjustments to match business volume.
• Schedule staff for orientation and monthly training sessions.
• Provide training, ongoing coaching, feedback, and conduct performance evaluations.
• Administer rewards and recognition programs for outstanding performance.
• Facilitate communication within the department regarding products, events, promotions, and operational changes.
• Resolve escalated guest issues to ensure a positive guest experience.
• Manage correspondence and follow up on sales calls.
• Ensure Standard Operating Procedures are followed and daily checklists are completed.
• Perform front-line functions as dictated by business needs.

Skills: Work Environment, Service Standards, Staff Scheduling, Training & Coaching, Performance Management, Communication, Guest Resolution, SOP Compliance

• Experience in customer service, hospitality, retail, and/or marketing environments.
• Experience in the development and delivery of full-service programs and staff supervision/training.
• Work experience in creating signature service touches that differentiate the property from competitors.
• Experience as a first responder for common technical issues with POS/PMS systems before escalation to IT.
• Working knowledge of management in tracking departmental spending and identifying cost-saving opportunities.
• Understanding of ADR, RevPAR, occupancy rates, and how they impact operational decisions.
• Familiarity with mobile check-in, chatbots, and app-based guest engagement platforms.
• Strong leadership and supervisory skills with good conflict resolution/management skills.
• Positive attitude and a strong desire to provide excellent customer service, with strong oral and written communication skills.
• Proactive, approachable, solution-focused, and able to multitask and work effectively in a fast-paced environment.
• Excellent organizational skills.

Qualifications: BS in Marketing with 5 years of Experience

• Experience in the guest services, front desk, or related professional area.
• Previous luxury hotel experience.
• Experience supporting guests with personalized activity planning, reservations, and local recommendations.
• Experience as a liaison between guests and upper management for sensitive issues.
• Knowledge of OSHA guidelines, food safety basics, and workplace hazard prevention.
• Familiarity with coordinating setup, guest flow, and service standards for group events.
• Awareness of global guest expectations and etiquette to avoid service missteps.
• Understanding of maintaining daily floats and reconciling minor expenditures.
• Ability to communicate in English with guests/team members to their understanding.
• Prioritize, organize, and make good judgments.
• Ability to be a clear thinker and remain calm under pressure.
• Ability to work cohesively with other departments and individuals as part of a team.

Qualifications: BS in Tourism Management with 4 years of Experience

• Previous hotel guest service experience.
• Experience with hotel front office systems and Opera.
• Experience in guest service coverage or system coordination across sister hotels/resorts.
• Ability to use reporting tools to identify guest trends and repeat customer patterns.
• Familiarity with ADA requirements and inclusive service practices.
• Awareness of structured learning modules for hospitality staff.
• Must maintain composure and objectivity while in stressful, high-pressure situations.
• Effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems.
• Effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Able to work with and understand financial information and data, and basic arithmetic functions.
• Must have a positive attitude and have a team mindset.

Qualifications: BS in Retail Management with 2 years of Experience

• Experience as an Assistant Front Desk Supervisor or Senior Front Desk Agent at the Front Desk.
• Experience conducting daily team huddles to communicate priorities, VIP arrivals, and service updates.
• Working knowledge of fraud prevention and procedures for securing payments.
• Ability to leverage language skills to accommodate diverse international guests.
• Awareness of how PMS, POS, CRM, and mobile applications integrate for guest service.
• Knowledge of guest evacuation procedures, security alerts, and communication protocols.
• Excellent command of English, Cantonese, Mandarin, and any other language.
• Strong leadership, communication, and organizational skills with a positive attitude.
• Cheerful, friendly, and customer-oriented.
• Adapt service approaches to meet the expectations of guests from different cultural backgrounds.
• Must maintain a refined demeanor that reflects brand luxury standards.

Qualifications: BS in Business Administration with 3 years of Experience

• Supervisory experience in a related field.
• Previous customer service experience.
• Ability to balance team rosters to meet fluctuating occupancy and business demands.
• Experience with the preparation of monthly expense and revenue reports for leadership review.
• Understanding how to identify and mitigate service or financial risks.
• Familiarity with reward programs, upsell tactics, and guest relationship management.
• Knowledge of workplace regulations governing shifts, overtime, and scheduling.
• Understanding the impact of preventive maintenance on guest satisfaction.
• Computer-literate in Windows-based programs.
• Excellent written and interpersonal communication skills.
• Self-directed and able to handle multiple tasks simultaneously.
• Ability to anticipate and respond to the changing needs of the business.

Qualifications: BA in Hospitality Management with 4 years of Experience