Guest Service Supervisor (GSS)

• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Responds to telephone and in- person inquiries regarding reservations, hotel information and guest concerns.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Ensure outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Adhere to company credit limit, floor limit policies. • Allocate rooms to expected arrivals after checking guests preferences and special requests.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Ensure Front office log book and hotel log book is always updated and actioned upon.
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake- up calls, enabling DND (Do Not Disturb) and paging for in- house guests.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
• Build strong relationships and liaise with all other department&039;s especially housekeeping, reservations etc.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Cross Check all billing instructions are correctly updated.
• Performs other duties as assigned, requested or deemed necessary by management.
Participate in hotel committees and task force assignments. • Assist all departments in servicing the guests during high volume periods.
• Takes responsibility in the absence of the Duty Manager / Front office manager.

• Minimum 2- 3 years experiences as Front Office Associate, Front office cashier in a hotel
• Experience in motivating and leading a winning team.
• Graduated bachelor degree or diploma in Hospitality Management is an asset or related field.
• A positive attitude and excellent communication skills.
• Knowledgeable in MS office programs.
• Knowledgeable of Opera, Fidelio or other Property Management Systems.
• Ability to remain calm whilst under pressure.

Having opportunity to enhance expertise knowledge
Being provided with meals and uniforms
Engaging in professional working environment
Joining in trainings to boost work performance

Cập nhật gần nhất lúc: 2024-05-21 18:10:04