Guest Relation Supervisor

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• Ensures that all activities adhere to and support the hotel’s quality standards
• To maintain and achieve a high Customer Satisfaction Score for the department
• Conduct Staff appraisals annually and quarterly
• Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of comapny’s rules and regulations, loyalty to management and inter-departmental co-operation.
• To supervis the day to day operation of the guest relations department to ensure high standards of service and guest care at all times.
• To use discretion and tact when dealing with guest enquiries, problems or compalints in an efficient and professional manner without detriment to the Hotel and / or its reputation
• To be constantly proative in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
• To carry out duties of the Guest Relations Agent if required
• To motivate, lead and ensure the continous improvement of the team to achieve the company’s vision and goals.
• To carry out and supervise regular departmenal training and cross training of staff members from other hotel departmens.
• To meet and carry out training records/summary within the department as required by the group
• To maintain and distribute the staff attendance summary sheet
• Reply to guest letters and queries
• Respond to internal and external guest complaints in a professional manner.
• To carry out Guest Relations Manger’s coverage as and when required
• To ensure maintain the lobby and guests are being assisted by colleagues.
• To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department
• Co-ordination and information with the Front Office, Hosekeeping, F&B and especially with the General Manager regarding VIPs
• Review guest comments daily and takes contact if necessary and possible with the guest for direct action
• To effectively hanle all guest complaints concerning the Front Office in co-ordination with the Front Office, taking corerctive action to prevent recurrence and convert the guest into a repeat customer.  Co-ordinate proper actions with other departments, inform General Manager if required

GENERAL/MISCELANEOUS:

• To be punctual on duty and ensure the same of your employees
• Be well groomed to the standards laid down.  Insist on the same standard for your employees.
• To comply with all hotel rules and regulations as outlined inthe ahndbook and to be aware of company disciplinary and grievance procedures.
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
• To promote helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaciton.
• To give full cooperation to any colleague requiring assistance in a prompt caring and helpful manner.  To be flexible in assisting in other areas of the Hotels in repsonse to the business and customer needs.
•  Ensures oneself is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Maintains a monthly overview of vacation and public holidays of all his/her staff and delivers a monthly consolidated summary to the Human Resources.
• Is familiar with all related company documentation and especially with the relevant Operational standards for his/her field of responsibility.
• Other duties as assigned.

SPECIAL:

• Assist in Taks Force Teams for new openings
• Carry out any other reasonable tasks (which may not be stated here) as required.

• University Degree in Hotel Management
• Minimum 3-4 years in a similar role in a five star hotel
• Preferably Female

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21