Discovery Center GEMS Supervisor

Guest And Member Experience Supervisor

The ideal candidate is to assist the Manager of Guest & Member Experience to oversee & manage the day-to-day operation of the Guest & Member Experience Team, including coordinating the training of new hires, managing on-going training of current associates, auditing calls and emails to Forbes 5-star standards, and assisting in any capacity needed to satisfy guest and member requests. This role will primarily operate out of the Discovery Center as a repository of local knowledge.

To ensure that associates are adhering to all service standards using proper conversation, phone, and email etiquette and providing accurate & consistent information about the Resort to our guests & members.

This position will have a particular focus on subject matter expertise with a comprehensive knowledge to respond to guests and members while supporting other team members in response to requests on regional attractions such as: restaurants, museums, theater, concerts, special events, etc. in Miami, Ft. Lauderdale, Boca Raton, Delray Beach and the Palm Beaches. (South Florida)

Communication links to all associates is critical to success. This position will serve as a knowledge resource for all Guest & Member Experience Agents. This role will be critical in developing training content, testing for comprehension and overall training of Guest & Member Experience Agents.

Job duties include, although are not limited to:

• Supervise the Guest & Member Experience Associates and ensure that they meet, greet, and interact with clients in a positive and friendly manner.
• Interact with guests and members in the Discovery Center face to face, by phone or online in meeting their informational and servicing needs.
• Must have a comprehensive local knowledge of the social scene, cultural scene, special events, etc. for South Florida, and maintain a current relevant knowledge.
• Ensures the Discovery Center is a welcoming place, embracing guest contact and recognized as a center of particular knowledge and resourceful capabilities.
• Develop the local knowledge of all team members associated with the Guest & Member Experience Team.
• Make sure that the Guest & Member Experience Agents are fulfilling the needs and expectations of the client.
• Handle any challenges and concerns immediately and inform the relevant leadership.
• Escalate reoccurring concerns to the Director of Ops OR General Manager, Cloister and Bungalows.
• The primary location for this position will be within the Discovery Center but will require some circulation to ensure efficiencies and quality metrics.
• This role is key to follow through with the Manager to ensure the constant coverage within the Discovery Center seven days a week 9AM to 7PM (hours may be subject to change to meet the needs) between the Manager and two supervisors to ensure not only physical coverage but the reservoir of knowledge. And to ensure the proper coverage of the resort by monitoring the distribution and activities of the Guest Experience Agents.
• Provide directional and informational support to guests and be knowledgeable of daily hotel activities and group functions. Ensure the information provided to guests is accurate and personalized.
• Maintain complete knowledge of:
• All resort features/services, hours of operations.
• All resort restaurant food concepts, dress code, and ambiance.
• All resort room types, numbers/names, amenities, and locations.
• Generate guest interest in the resort's services by anticipating guests' and members' needs and expectations with little input from others.
• Facilitate all Guest Service Requests following the Forbes Five Star Guest Service Request standards.
• Builds strong relationships with guests, members, and team members in order to gain a full understanding of their needs and work to serve them effectively.
• Assist in creating and hosting pre-shifts for the Guest & Member Experience Team.
• Represent the Guest & Member Experience team in Pre-Conference Meetings.
• Attend a Banquet Event Order (BEO) meeting with Catering and Convention Managers as well as other internal departments to review and discuss any changes to BEO's for the next two days, communicate to…