LEAD GUEST SERVICES AGENT

Salary: $55,000/Yr-$56,000/Yr

Other Forms of Compensation:  

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

Job Summary

The Lead Guest Services Agent (GSA) provides direction, supervision and training to Guest Services Agents while working closely with Conference Coordinators and Conference Aide’s; reports directly to the Senior Conference Center Manager. Responsible person for ensuring there is an established warm, welcome and professional atmosphere for all clients, executives and staff members at all times. Responsible person for providing training to new hires and on-going training to current GSA’s. Creates weekly schedule and manages requests for time off amongst team, and supports coverage as needed.  

LEAD RESPONSIBLITIES:
•Day to day leadership and guidance of GSA team to maximize support to conference center
•Working with Senior Conference Center manager to create weekly GSA schedule with overall goal to motivate and maximize budgeted labor hours while being flexible to the changes of business
•Escalate all concerns with coverage of Reception Desk and needs to Senior Conference Center Manager.
•Provides timely and necessary feedback to the team to support the development of each team member.
•Supports the goals of the GSA team.
•Ensure the GSA team is providing and adhering to the platinum service standards and KPI’s.
•Responsible for uniform management. 
•Supports planning of team outings and volunteer events.
•Responds to escalations in a timely manner.
•Develop daily direction to GSA’s on all responsible areas including special projects daily, weekly, monthly as necessary.
•Proactively suggest areas of improvement to SOP’s, efficiency and management of responsible areas.
•Responsible for training new GSA’s and developing appropriate training schedule.
•Ensure GSA’s complete required trainings as necessary.
•Responsible person for the organization and cleanliness of both reception areas.
•Assist with coverage in any area needed.
•Create coverage schedule in the events of PTO, Call-outs or training.
•Ensure all schedules are entered into and updated in MYSTAFF
•Provide input to the Senior Conference Services Manager with regards to employee performance, particularly while preparing for annual and semi-annual performance reviews
•Conduct quarterly and yearly performance appraisals for all team members 
•Conduct performance appraisals, coaching and counseling, etc. for direct reports in Reception Services.

Long Description

DAILY RESPONSIBLITIES:
•Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures with regard to both expected and unexpected arrivals, coordinating with in-house security as appropriate. Addressing guests and clients by name whenever possible.
•Answering telephones in a friendly, professional manner, taking messages with accuracy and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
•Implementing established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
•Managing closely all activity in the internal visitor processing system.
•Register all guest activity and liaise with other centers on visitor processing.
•Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information.
•Communicating requests to th