Guest Services Shift Leader Overnight

Description

VIR is growing our Guest Services team with a focus on the guest and customer experience. Our goal is to provide a flawless experience when visiting VIR and this role is critical to the daily operations. To be a successful member of the team, you should be able to complete the responsibilities required of this role as assigned by the Guest Services Director.   

Guest Services Shift Leader Responsibilities:

• Complete all tasks as assigned by the Assistant Director, Guest Services and in support of other departments.
• Assist with training and programs for all VIR Guest Services systems 
• Maintain proper cash procedures to ensure asset protection.
• Deliver excellent customer service to our Guests and visitors.
• Become a subject matter expert on Guest Services including website navigation.
• Proficiency with our Hotel Management System including reservation management, group sales and payment processing.
• Monitor Fetch messages with guests to ensure timely responses to requests for amenities and information.
• Provide Guest Services at various locations on property including property access, check-in and check-out processes including executing on any special requests with a sense of urgency.
• Knowledgeable with load in, parking, and signage plans for spectator and daily events. 
• Oversee guest services transactions and point of sale processes, including power, camping, paddock vehicle pass, short and long term garage rentals, and long term parking in the VMTP.
• Implement problem-solving strategies to address challenges and maintain operational efficiency.
• Monitor guest feedback and implement strategies to improve guest satisfaction and loyalty.
• Ensure personalized services for special guests, including hospitality and groups.
• Address and resolve guest complaints and concerns in a timely and professional manner.
• Monitor e-mail inbox, answer phone calls, check voicemails & emails throughout the shift.
• Provide guests with VIR information and accommodate guests during their visit in an attentive, courteous and friendly manner.
• Communicate and escalate any shortages, damages, maintenance requests, or security issues and place Fetch work orders as needed to the Assistant Director, Guest Services.

Requirements

• Overnight and weekend availability
• Excellent interpersonal skills, including strong customer service orientation.
• Ability to identify and/or follow up sales leads and referrals.
• Ability to work under pressure and meet deadlines.
• Ability to use independent judgment to analyze and resolve problems.
• Good time management and organizational skills.
• Ability to resolve customer complaints and concerns.
• Ability to create, compose, and edit written materials.
• Strong interpersonal and communication skills and the ability to work effectively and independently
• Ability to stand often for extended periods of time.
• Ability to work in adverse weather conditions.
• A valid Drivers license is required.

The items listed above are the priority, but do not exclude you from being a VIR World ambassador at all times and offering assistance to all VIR programs/employees when they are in need.