Guest Services supervisor

Job description

Job Profile requirement

Gender : Female

Nationality : Eligible for a working permit in country of hire

Education : Hotel apprenticeship, higher college education

Experience : Minimum of 1 year experience in Supervisor level position in Guest relation/ resort host, preferably in an international 5 stars resorts.

Language : Must fluent in English and preferably with multi language such as

French or German .

Competencies

Candidate must have below requirement :

· Supervisory skills
· Luxury hotel experiences
· Good communication skills
· Know of hotel operations and Computer system
· General knowledge of tourist and business related information
· Knowledge of hotel products and services
· Knowledge of VIP welcoming protocol

Technical competencies

· Proficiency in Microsoft office ( Word, Excel, and Powerpoint)
· Advance knowledge in Opera

Individual Characteristic

· People oriented
· Motivated
· Pro-active
· Organized
· Straightforward
· Responsible
· Patient
· Self contained
· Customer service oriented
· Cross cultural sensitive
· Team work/ Cooperation minded
· Quality oriented
· Courteous
· Friendly and caring
· Nature sense of luxury

Leadership

· Be actively involved in building teamwork and enhancing the team’s commitment to their work and the hotel
· Understand the hotel’s vision and brand personality and ensure it is integrated in your daily work practices.
· Actively and successfully train Host Guest relation officer to work according to hotel’s standards
· Recognize outstanding individual performance in your team and deal with substandard performance fairly, immediately and constructively
· Ensure all Host GRO under your supervision are scheduled in accordance with business needs.

General Responsibility

· Communication of hotel & company philosophy and internal hotel representation.
· Have an in-depth knowledge of the resort and the geographical layout of the area surroundings.
· Knowledgeable about all VIPs in-house, hotel functions and special events.
· Collect as much feedback information on VIPs as possible (on daily basis) by checking on Hysat/Medallia. And updated in guest profile in OPERA.
· All the VIP guest based on code below are must welcome, escorted to their room and farewell upon departure.
· VIP Guest : V1, V2,V6, DS,EX,GB, LB
· Guest who originally booked : TERR, LOFT,Vila
· Monitoring all the task of Host GRO, and ensure all are doing according to task list.
· Obtain as much information about a guest’s stay to be entered in the guest history.
· Welcome visitors to the hotel, assist with general information, internal promotions and directions.
· Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
· Perform special projects and related duties as assigned.
· Check the top VIP rooms to ensure room are ready and in excellent condition prior on arriving.
· Pre – arrival email and departure farewell email to be sent to all vip guests.
· The first contact point for all VIP guest on the list for any arrangement requested and distribute to other department for follow up.
· Actively selling the hotel service, such as Leisure concierge activity, Spa, and room upselling.
· Walk throughout the hotel recognizing guests and engage with them appropriately.
· Attend & participate in daily briefings as scheduled.
· Provide information to all guests regarding the services and possible internal promotions of the hotel.
· Participate in training programmes.
· Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues
· Be informed and keep your FOM informed of all matters that may affect your work, the hotel’s service or reputation
· Always present a clean and tidy appearance in accordance with the hotel’s grooming standards
· Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs
· Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues
· Care about your work environment and make sure it is tidy and well maintained
· Be reliable and ensure you are at work on time
· Know your role in case of emergency such as bomb threat, flood, fire etc
· Understand the Employee Handbook and comply with the standards it outlines
· Carry out all professionally reasonable instructions given by your supervisor.
· Flexible with shift roster and able to work in weekend.

Technical Expertise

· Maintains current information regarding reservation systems, lost and found, guest complains and all policies and procedures for the efficient operation of the Front Office.
· Handles guest complains to the satisfaction off all parties. Notifies the Front Office Manager, Assistant front office manager, or resident manager if assistance is required.
· Registers and assign room to arriving guests with and without reservations ensuring that registration cards are correctly completed giving required information.
· Pre-register arriving guests when conceivable.
· Handle CIP, VIP and VVIP guest in accordance with the Standard Operating Procedure.
· Ensures room keys are checked and secured.
· Assign on daily basis a show rooms for site inspections.
· Co-ordinate the preparation of the welcome gesture and ensure that timing and distributing are managed appropriately.
· Ensure that all equipment is properly maintained and in good working order at all time
· Prepare weekly staff ensuring that sufficient staff are available to handle expected busy periods and minimizing payment
· Coordinates with the duty manager all public function and notice boards display current information about hotel services and activities