Guest Resolutions Supervisor

Description The Guest Resolution Supervisor is responsible for supervising the Welcome Team, ensuring an exceptional arrivals and day visit experience, and acting as the on resort point of contact for escalated guest issues throughout the day and evening.You will resolve issues that cannot be completed centrally, coordinate accommodation actions, and ensure all escalated tasks from the Central Team are owned, completed and closed off to a high standard.You will: • Lead and supervise the Welcome Team ensuring consistent delivery of the arrival, check in and day visit experience. • Respond to escalated guest issues from Central Guest Services, owning the full resolution process. • Coordinate accommodation tasks to resolve guest problems outside of changeover days • Act as the evening point of contact for guest problem solving across resort. • Maintain high levels of guest satisfaction through fast, empathetic and solution focused response. • Ensure clear communication, accurate logging on PRiME, trackers and handovers.General Duties and Key Accountabilities Welcome Experience, Arrivals and Day Visits Leadership • Supervise the Welcome Team to ensure fast, friendly and efficient guest arrivals and check ins. • Oversee queue management, signage, flow and peak time support. • Support the Day Visits operation, ensuring smooth entry, information provision and problem resolution. • Deliver on the day solutions for guests arriving with booking issues, upgrades or unresolved queries. ..... full job details .....