Guest Relation Supervisor

Primary Objectives

The Front Office Supervisor should maximize customer satisfaction by providing an efficient multi-lingual guest contact function that addressed the day to day needs for the hotel’s guest. Control and coordinate all Front Office activities, ensuring the efficient and courteous check-in and rooming of the guests according to policy and procedures and that all appropriate records are updated and maintained.

ROLES AND RESPONSIBILITIES

· Supervise check-in and check-out of guest, ensuring that all required procedures and service standards are complied with.

· Front office/Guest Relation supervisor to ensure that accurate records are maintained and all other departments are informed of arrivals, room changes, check-outs and special arrangements such as VIP privileges.

· Front office/Guest Relation supervisor to assist the Front Office Manager by attending to minor complaints in prompt and courteous manner, ensuring that any insoluble problems are referred for attention.

· Front office/Guest Relation supervisor to conduct problem solving among FO staff and report the result to Front Office Manager.

· Conduct daily briefing meeting with Front Office staff ensuring that all staff are aware of special events, VIPs, etc.

· Front office/Guest Relation supervisor to continually monitor performance and behavior of subordinates staff towards guests and take corrective or disciplinary action as required and implement training or coaching session when necessary.

· Check staff roster, ensuring that sufficient staff are available to meet operational needs.

· Front office/Guest Relation supervisor should ensure all Front Office duties are carried out in line with the hotel service standards and policy, with high standards of personal appearance, personal, hygiene, correct uniform and name badge as outlined in hotel rules.

· Perform any other duties as directed by Front Office Manager.

· Ensure an efficient and courteous mail, message, etc service for guests, ensuring that all messages are delivered promptly to the correct room.

· Provide guest with information on local tour attraction, local information and transport, etc. Ensuring that all information is accurate and up to date.

· Attend to guest complaints and queries in prompt efficient and courteous manner and follow up, ensuring that difficult problems are referred to Front Office Manager or Manager on Duty.

· Aware of currents hotel events, hotel facilities and services available to hotel guest and attend to guest request for information.

· To greet guest on arrival at the resort and conduct check-in and registration procedures.

· To check rooms prior to guest check-in to ensure they are clean, properly equipped and in a high

standard of maintenance.

· To implement and maintain guest recognition program.( To ensure room amenities are placed as per VIP code).

· To conduct inspection of the public areas of the main lobby ensuring a high standard of cleanliness and maintenance and initiating appropriate action where necessary.

· To up sell all hotel, spa, optional tours( We do not u sell tours) and activities.

· To assist guest with the billing.

· To ensure that guest check out arrangements are in order, and to bid the guest farewell.

· To carry out administrative requirements as directed.

· To maintain guest account in a systematic manner to facilitate balancing a shift end.

· To handle foreign exchange ensuring that every transaction is noted on appropriate voucher and signed by guest.

· To be alert of foreign currency, traveler’s cheques and expired credit cards and to notify the Front Office Manager.

· To check validity of travel agents vouchers.

· To ensure that hotel’s credit policy is adhere to all times.

· To prepare and balance cash report and remittance envelope at the end of the shift.

· To maintain the Logbook by recording any information and guest comments.

General

· Must be able to speak, write and converse freely in English and French.

· Must be able to speak, write and converse freely in the language spoken in the area.

· Must be able to speak in one additional language other than the first two.

· Must be able to lift heavy luggage.

· Must be able to stand 8hrs a day while maintaining a smile and positive attitude.

· Must be proactive

Education:

Extensive Knowledge of Fidelio and familiarity with Internet/MS Office applications and related IT preferred.

Experience:

At least 2 years of experience within the hospitality industry in a supervisory position. Front Office Experience preferred.

Grooming:

· All employees must maintain a neat, clean and well-groomed appearance as per standards