Supervisor, Guest Relations; Weekends

Job Description:

The Supervisor, Guest Relations develops, and leads the day-to-day operations of the Guest Relations Department to provide an overall positive brand experience. Owns the daily performance and execution of the department, including team accountability, coaching, Guest escalations, workload management, reporting, and achievement of established KPIs and service standards. Identifies, evaluates, and resolves Guest Relations issues; analyzes Guest and operational trends; and proactively identifies opportunities to improve processes, team performance, efficiencies, and the overall Guest experience.

Keeps the Director of Guest Experience & Crisis Management informed of departmental performance, emerging issues, risks, resource needs, and opportunities while bringing forward recommendations and solutions to support the continued growth and effectiveness of the department.

This second Supervisor will cover the weekends, and will be scheduled to work Wednesday through Sunday.

• Supervises and owns the day-to-day operations and performance of the Guest Relations Department, ensuring consistent execution of departmental expectations, policies, procedures, KPIs, and service standards.
• Provides leadership, direction, and support to Guest Relations Representatives and serves as the primary point of contact for day-to-day team needs, questions, and escalations.
• Holds Guest Relations Representatives accountable to established KPI metrics and standards, including productivity, quality, attendance, schedule adherence, Guest experience, professionalism, and overall performance expectations.
• Conducts regular coaching sessions and one-on-one meetings with team members to review performance, provide feedback, recognize successes, address areas of opportunity, and establish clear expectations and action plans for improvement.
• Provides ongoing and real-time coaching based on Guest interactions, quality reviews, performance metrics, and observed behaviors and ensures appropriate documentation and follow-up of coaching and performance conversations.
• Addresses performance concerns timely and consistently and partners with the Director of Guest Experience & Crisis Management and Human Resources when additional performance management or corrective action is necessary.
• Supervises the team to ensure Guest calls, web submissions, Contact the Board emails, Incident Reports, BBB cases, and other Guest contacts are handled promptly, professionally, and in a friendly manner to provide Guests with a positive experience.
• Provides guidance and assistance to Guest Relations Representatives on escalated Guest concerns and personally handles complex or escalated issues when additional support or resolution is required.
• Monitors daily staffing, workload, queues, service levels, and coverage and makes adjustments to priorities and team resources as needed to support business and Guest needs.
• Tracks, analyzes, and reports on key Guest Relations metrics, including contact volume, productivity, quality, service levels, Guest trends, and individual and team performance.
• Provides regular reporting and departmental updates to the Director of Guest Experience & Crisis Management, including performance against KPIs, staffing or resource needs, emerging concerns, significant Guest issues, operational challenges, and areas of opportunity.
• Proactively keeps the Director of Guest Experience & Crisis Management informed of significant departmental matters while independently managing routine day-to-day operations and issues within the scope of the role.
• Identifies emerging trends, recurring Guest concerns, operational issues, process gaps, and inefficiencies and takes appropriate action within the scope of the role or brings recommendations and proposed solutions to the Director of Guest Experience & Crisis Management when broader support or approval is needed.
• Works cross-functionally with Store Management, Operations, Marketing, IT, and other departments to research and resolve Guest and operational issues, including conducting investigations into escalated Guest concerns and recommending courses of action in line with Company…