Guest Service Supervisor

The Guest Service Supervisor is a ‘key person’. He/she acts as a host of the hotel by providing assistance to the guests. As such, he/she participates in all Hotel services offered to the guests by displaying accurate, updated relevant information.

Job Summary:

The  Guest Service Supervisor works closely with the Assistant/ Guest Relations Manager to manage the Guest Relation’s team and ensures the smooth running of the day-to-day operations.

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

Guest Satisfaction:

• To ensure guest materials is in place for reservation, arrivals, in house stay, request, and departure.
• To organize guest’s reservation, arrivals, requests, in house stay, and departures.
• To follow up on guests issues.
• To ensure all customers requests are handling quickly and effectively.
• Check registration cards to ensure that all details necessary have been recorded.
• Update all existing and new guests’ history files as and when new information arrives.
• Monitor Guest comments cards, compile and distribute monthly guest comments.
• Perform analysis of guest comments for management on a monthly basis.
• Compile mailing lists when required by hotel.
• Prepare and send all compliments letters in reply to guests who have filled in the comments cards.
• Keep any records required for back up and future reference.
• Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc, and inform all the relevant departments for subsequent action. As advised by Guest Relation supervisor.
• To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensures all rooms are assigned two days in advance to guest arrival.
• To organize on a weekly basis the invitation for the Management cocktail.
• To keep up to date the Hotel golden book by asking High Profile guest to sign it.

Hotel visit:

• To participate in all hotels visit when required. 
• To participate in all Eductours when required.
• To coordinate with housekeeping, front desk and villas the visit for the day, as well as all other departments that might be involved.

Communication:

• To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.

Environmental Awareness:

• To comply with all company and local laws regarding, Fire, Health and Safety procedure.
• To participate in any training sessions of the aforementioned.
• To report and follow up any defects with equipment within the work environment.

Management:

• Establish and maintain effective employees’ relation.
• He /she is in charge during Assistant Guest Relations Manager’s absences.
• Conducts, under the guidance of the Assistant/ Guest Relations Manager, such functions as interviewing, hiring, employee orientation, on-the-job performance, coaching, counselling and suspension if necessary to ensure appropriate staffing and products.
• Establish the working schedules for the staff in accordance with the Assistant/ Guest Relations Manager.
• Perform any other duties as assigned by the Management Team.

Candidate profile:

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field.

Experience:

• A minimum of 3 years of experience in hotel industry.
• Proven experience working in a top luxury resorts.
• Experience working in remote island locations is a plus.
• At least 1 year of professional experience on a similar position is a plus.

Technical skills:

• Strong managerial skills.
• Ability to work under pressure.
• Strong knowledge of customer service.
• Organized.
• Juggle with multiple tasks while providing exceptional service.
• Ability for communication, with the ability to solve problems quickly and accurately.
• Leadership skills along with the ability to motivate a team into high performance.