HAL - Guest Services Lead

Provide all Guests with a premium level of service in person and over the telephone by ensuring that all requests are courteously, promptly, efficiently handled in accordance with Company policies and ensure that follow up is consistent and without delay. When situations require, provide Guests with answers, alternatives and solutions to issues presented.

The role of the GS Lead is that of a Senior Guest Services Attendant with the additional responsibilities of providing training to the GSA and IGSA team members and overseeing the smooth integration of first time GSAs and IGSAs into the team. The GS Lead owns the implementation of the onboard buddy system and the Learning Path Program for all newcomers, under the guidance and with the assistance of the Front Desk Supervisor.

The ultimate goal is to ensure a consistent delivery of premium service to all guests by the entire GSA/IGSA team.