Lobby Supervisor

 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

 Address guests' service needs in a professional, positive, and timely manner.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Assist other employees to ensure proper coverage and prompt guest service.

 Thank guests with genuine appreciation and provide a fond farewell.

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

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