What are the responsibilities and job description for the Guest Support Supervisor position at United Supermarkets?
The Guest Services Supervisor is primarily responsible for optimizing the efficiency of the Guest Services operation and overseeing the day to day Guest Services activities and projects. The Supervisor works with Marketing management team to deliver best-in-class services and develop policies, procedures, and standards for the Guest Services. He / she maintains relationships with various areas of the business to ensure we provide Ultimate Service to our guests. Additionally the Guest Services Supervisor prepares reports on Guest Services performance. He / she assists with guidance and validation of support criteria and service delivery definition/analysis; evaluates costs for new system/services, and changes to existing systems and services; and oversees team member performance management, hiring/termination actions, training needs assessment, and career-planning guidance.
Key Responsibilities:
Communicate with management on relevant critical issues sent to the Guest Services
Review, co-develop and maintain formal procedures for Guest Services operating/procedure manuals so as to ensure consistency and increased productivity
Work with other departments and teams to discuss issue resolution and manage processes for issue escalation.
Prepare operational reports and analysis on guest services KPIs and metrics monitoring for adverse trends and making appropriate recommendations or conclusions
Develop practices and procedures for improving guest satisfaction and maintaining good relationship with guests, team members, and support partners
Monitor and recommend new technologies for guest services team to deliver support to our shoppers.
Maintain and recommend changes to software, tools and other systems required for the Guest Services team.
Build a qualified Guest Services team through effective hiring and training techniques
Monitor and improve morale and overall job satisfaction of the Guest Services staff
Monitor the Guest Services staff involvement in day to day activities and project
Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, disciplinary actions
Train and transfer knowledge to Guest Services team members
Perform all other duties as requested or required by upper management
Key Requirements:
At least 1 year of exemplary work experience as a Guest Services Lead Analyst for United Supermarkets
Demonstrated satisfactory experience working with United Supermarkets’ Rewards program and supporting systems
Strong personal skills and experience establishing rapport and building relationships with the business teams
Excellent verbal and written communication skills
Self-motivated with a strong work ethic
Ability to function as a team member and get along with others
Ability to accept supervisory coaching related to performance, work habits and attitude
