Supervisor, Guest Relations

Spirit Airlines West Park, FL 2019-07-09

Overview

The Guest Relations Supervisor will be responsible for providing team members with the tools and support needed to ensure Guest service excellence goals are met. Responsibilities will include developing, coaching, and supporting a highly effective team of Guest Relations Coordinators. This position will manage a staff to meet established KPI's including: schedule adherence, response time metrics, service levels, Guest satisfaction percentages and trend analysis all based on departmental goals.

Responsibilities

  • Monitor and provide feedback on working methods, productivity and quality on a team and individual level.
  • Ensure an accurate number of workforce is available to provide an excellent guest service experience for all Guests.
  • Contribute to building business proficiency by supporting and coaching co-workers in their daily efforts according to agreed development plans.
  • Develop staffing models for appropriate response time (goal-based), attrition, planned and unplanned shrinkage and training to determine headcount requirements and establish recruiting plans.
  • Perform routine forecasting and scheduling cycles.
  • Manage time off and schedule exception process for team members.
  • Acts as primary contact/account supervisor to business partners.
  • Ensures Coordinators are fully trained and aware of company policies and procedures.
  • Conducts reoccurring training with team members.
  • Supports coordinators with questions and concerns related to Guest feedback.
  • Assists the Manager with daily operation of the Guest Relations Department.
  • Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support Guests.
  • Builds a committed team with a strong culture based on customer focus, high performance and pride of work.
  • Ensure team members resolve all Guest concerns by thoroughly researching and providing accurate and well written responses in real-time via CRM.
  • Provides daily direction and communication to team members so that tickets are answered in a timely, efficient and knowledgeable manner.
  • Track common issues received and determines potential solutions.
  • Coordinates with management and departments on reporting potential issues, trends and correcting bugs.
  • Provide performance analysis on trends and areas for improvement.
  • Provide weekly and monthly partner performance reports to management.
  • May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g. emergencies, change in workload, rush jobs or technical developments.)

Qualifications

  • Bachelors Degree Required
  • Up to 10% travel
  • 3-5 years in Customer Service field required
  • Ability to write a minimum typing 40 words per minute.
  • Ability to work under pressure reaching fluctuating goals based on amount of incoming feedback.
  • Basic skills in excel, word, and PowerPoint
  • Previous operations management experience and/or client management experience a plus.
  • Robust analytical skills with the ability to identify trends and implement change.
  • Strong Microsoft S Excel skills.
  • Comprehensive written and verbal communication, crafting messaging and expressing intent in a powerful and simple manner.
We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our team members.

EEOC Statement

Spirit Airlines is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.
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