Guest Service Supervisor

Front Office Operation
• Assist in the management of the hotel Front Office operation to achieve a reputation as a market leader in individualized customer focused service in the hotel locality.
• Effective liaison with the Reservations office to ensure accuracy in room allocation and maximising of yield.
• Strive to implement the Accor Vision and demonstrate active use of Accor Values.
• Assist in the management of lobby services including car parking and puttering, ensuring guest arrivals and departures are as efficient as possible.
• Ensure public areas are clean and well presented with regular monitoring.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
• Assist in the preparation of Front Office monthly reports, commenting on key performance indicators.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Assist in the running of and actively participate in daily Front Office meetings respecting the confidentiality of issues which may be discussed formally or informally.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Assist in the operation of an effective night audit function. Accuracy of this daily function being paramount while maintaining customer focus.
• Full utilization of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
Customer Service Responsibilities/Duties
• Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, encourage staff to use initiative.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service.
• Answer all correspondence and enquiries received during the working week within 24 hours of receipt; maintain good public relations with customers.
• Ensure that the Department establishes and maintains an ongoing quality service improvement
• Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback.
• Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.

Knowledge and Experience

• Minimum 1 year of relevant experience
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Diploma in Tourism / Hospitality Management
Competencies
• Must be well- presented and professionally groomed at all times
• Ability to work effectively and contribute in a team
• Service oriented with an eye for details
• Good communication and customer contact skills
• Self- motivated and energetic

Attractive salary and 100% service charge during probation period
Social insurance, health insurance and other benefits
Uniforms, laundry, free shift meals
Opportunities to grow within our property and across the world

Cập nhật gần nhất lúc: 2024-08-20 01:35:02