Guest Relation Supervisor

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

·  To be an ambassador of the hotel, in and outside the work place.
·  To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed.
·  To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
·  To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
·  To ensure a proper coverage and supervision of the Guest Relations sections at all times.
·  To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
·  To ensure that the privacy of the guests and the confidentiality of the information is respected.
·  To act as a representative of the Management when dealing with guest complaints or if a member of the Lobby Hostess team is facing difficulties that she/ he cannot solve on her/ his own.
·  To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
·  To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
·  To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
·  To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
·  To use the proper telephone etiquette as per Sofitel standards.
·  To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
·  To ensure that the privacy of the guests and the confidentiality of the information is respected.
·  To be fully aware of and to report all guest comments or complaints.
·  To be aware of all VIPs visiting or staying in the hotel.
·  To properly use all the equipment and PMS.
·  To daily follow the checklists and billing procedures.
·  To respect schedules, terms and deadlines as agreed with the Management.
·  To daily read the logbook and to sign it and update the activity reports.
·  To update the team with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
·  To conduct daily line up briefing with the lobby hostess team to recapitulate tasks and activity.
·  To promote the Accor loyalty programs.
·  To maintain an atmosphere of high morale and a happy working relationship among the team.
·  To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
·  To carry out any other reasonable duties as assigned by the Guest Relation Manager.

Qualifications

·  Knowledge of a Russian language is a must.