Guest Host Supervisor

Job Description

The role of a Guest Host Supervisor is to assist and manage the team with the delivery of sales and administration of Accommodation and packages, whilst supporting with the overall guest journey.

Areas of Responsibility

• Supporting with the delivery of bookings for accommodation, masons and packages
• Assisting with overall reservations administration
• Guest experience throughout the customer journey

Outbound Sales
• Answering telephone and e-mail enquiries for potential guests and converting sales
• Ensuring HubSpot inboxes (including guest WhatsApp and web chat) are monitored during your shift and responded to appropriately within target timeframes
• Looking for opportunities to convert OTA bookings to direct business
• Upselling EPIC Extras and appropriate packages to our pre arrival guests

Reservations Admin
• Chasing any unguaranteed bookings within 24 hours
• Daily checks on any reservations made the previous day
• Daily checks on any future reservations – 14 days prior, 3 days prior and day of arrival
• Large enquiries for Tour groups and Business groups to be passed over to the Sales & Revenue Manager ensuring full details are taken at enquiry stage.
• Completing pre-arrival calls and emails, ensuring all guest profile is complete

Skills and Experience Required

We expect all our team members to represent the EPIC brand by demonstrating our values in their day-to-day operations with a positive can-do attitude. We are a team working towards the same goal, to ultimately serve the guest and ensure an EPIC experience throughout their journey with us.

As a guest interacting team member, the following skills and experience are essential in this role:

• Minimum of 2 years managing a team
• Great customer service skills
• Hospitality focussed
• Excellent planning and organisational skills
• Effective communication and interpersonal skills
• Motivational approach to day-to-day tasks
• Good knowledge of Outlook and Microsoft packages
• Previous customer service and hospitality experience preferred