Hospitality Supervisor

Description

The Hospitality Communications Supervisor assumes a direct role in keeping our Guests at the center of everything we do and upholds the hospitality culture and core values of the Space Needle and Chihuly Garden and Glass. This role leads in actions and words to model and develop a culture that delivers the Transform Moments vision for Team Members and Guests. The Supervisor is active in all functions of the department, including Guest satisfaction research, audits, and training.

This role collaborates with leadership across all departments to ensure consistent protocols supporting the Guest experience.

• Embody a Guest-first attitude for the entire Space Needle and Chihuly Garden and Glass Team, by supporting the deliverables of the Guest Service Program and maintaining accountability for consistently Transforming Moments.
• Promote a hospitality culture for all Team Members and Guests through engagements and connections focused on building relationships and supporting the brand.
• Support and implement market research strategies measuring Guest satisfaction.
• Perform audits using established standards for Guest services, facilities, and process to identify areas for recognition and improvement.
• Collaborate with the Marketing Team to execute marketing campaigns.
• Collaborate with department leaders to implement corrective actions to maintain and improve service quality.
• Participate in the development and implementation of training programs and materials to support the hospitality culture.
• Generate and communicate reports that provide insights, recommendations, and progress updates to management.
• Continuously assess individual Team Members' performance and provide feedback to their managers for improvement.
• Promote safety and security in balance with providing a welcoming atmosphere for internal and external Guests.
• Train, organize, supervise, motivate, and measure the performance of the Hospitality Communications Center.
• Oversee daily operational accuracy and efficiency of the Hospitality Communications Center.
• Update and maintain the Hospitality Communications Center training materials.
• Facilitate VIP and unique Guest experiences.
• Track Guest feedback to foster continuous improvement and problem resolution across departments. Maintain data of all contacts through the Hospitality Communications Center
• Create weekly HCC Team Member schedules, per company policy, cover open positions if/when they occur, and breaks when needed.
• Administer performance reviews and goal setting at the 90 day and annual review periods.
• Any other responsibilities as defined by management.

• Know Space Needle and Chihuly Garden and Glass emergency and fire/life/safety procedures and your role in its implementation.
• Maintain the highest level of professional appearance and demeanor at all times in accordance with Space Needle and Chihuly Garden and Glass standards:
  Excellence, Quality, Service, Consistency, Accountability and Performance.
• Flexibility to work additional hours in response to business demands including evenings, weekends, and holidays.
• Remain aware of all local events for Guest communication and operational impact.

• Experience in the hospitality industry or attractions industry.
• Ability to lift 50 pounds, use manual dexterity and work in confined space.
• High regard for the Guest experience and proven Guest service skills.
• Professional appearance.
• Comfortable working with a diverse population and motivating a Team.
• Established leadership skills and success in leading a Team.
• Teamwork focused, self-driven with Team player attitude.
• Commitment to coaching, constructive feedback, and positive recognition.
• Strong initiative, triage, and decision-making ability.
• Ability to stand and walk for at least eight hours.
• Knowledge of Seattle and surrounding area.
• Ability to professionally address difficult situations and large groups.
• High School Diploma or equivalent.
• Proficient with the English language both written and verbal.
• Intermediate level computer experience with Microsoft Office, mobile device technologies.
• Ability to work independently and in group settings.
• Abi…