- Assist the Guest Services Manager in leading the Guest Services department and ensure all service standards are followed.- Oversee and manage the daily operations of the Guest Services Center.- Identify departmental needs and suggest solutions to meet those needs and identifying training needs.- Update and maintain operation procedure manuals. - Verify rosters and review reports prepared by Supervisors.- Review daily call logs and analyze and improve Center’s service standards.- Implement strategies to achieve consistent of high Forbes Standard.

• Handles managerial duties in absence of manager.• Responsible for administrative duties, handling busy phones and guest inquiries.• Keeps up to date records of extensions of employees and departments.• Schedule, assign daily work, inform and train team members.• Monitor, observe and assist in evaluating team member performance• Demonstrate and ensure team members in handling guest inquiries and requests and in resolving guest complaints.

• Answer all calls within 3 rings in a friendly, efficient manner.• Reviewed and understood all policies and procedures for safety and emergency preparedness.• Maintain positives guest relations at all times.• Resolve guest complaints, ensuring guest satisfactions.• Communicate pertinent guest information to designated departments.• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.• Maintain complete knowledge of hotel features and services.• Maintain all FORBES standards in every single call.

- Communicate with other Shift Supervisors and Store Manager- Train and coach production line employees.Conduct employee performance reviews- Provide guidance and direction to employees with regards to all operational and procedural matters.- Maintain an accurate record of the restaurant’s staffing needs. - Prepare work schedules and ensure sufficient manpower for all shifts.