Guest Relation Supervisor

Responsibilities:

1. To be an ambassador of the hotel in and outside the workplace.
2. To oversee the Guest Relations operations and ensure that the hotel standards and procedures are fully known and followed.
3. To provide personalized service to all guests, fully aware and following the hotel standards and procedures.
4. To ensure appropriate stock levels for the smooth running of the Guest Relations operations and to prepare requisitions accordingly.
5. To ensure proper coverage and supervision of the Guest Relations sections at all times.
6. To ensure that all guests receive a warm welcome and enjoy their stay with the finest personal service.
7. To ensure the privacy of guests and the confidentiality of their information is respected.
8. To act as a representative of Management when dealing with guest complaints or if a member of the Lobby Hostess team faces difficulties that they cannot solve on their own.
9. To manage any guest complaint professionally by resolving it, ensuring guest satisfaction, and recording it.
10. To personally welcome guests and escort them to their rooms, outlets, or other public areas as requested.
11. To ensure uncompromising levels of cleanliness and maintenance through personal responsibility.
12. To use appropriate materials, equipment, and supplies for the smooth running of the guest relations operations and to ask for requisitions accordingly.
13. To use proper telephone etiquette as per Sofitel standards.
14. To spend most of the time in the guest area and socialize with guests, playing a Public Relations role to build strong and long-term relationships.
15. To be fully aware of and report all guest comments or complaints.
16. To be aware of all VIPs visiting or staying in the hotel.
17. To properly use all the equipment and PMS.
18. To follow daily checklists and billing procedures.
19. To respect schedules, terms, and deadlines as agreed with Management.
20. To read the logbook daily, sign it, and update activity reports.
21. To update the team with all happenings in the hotel and with the latest administrative, organizational, operational, or other changes and news.
22. To conduct daily line-up briefings with the lobby hostess team to recapitulate tasks and activities.
23. To promote the Accor loyalty programs.
24. To maintain high morale and a happy working relationship among the team.
25. To be entirely flexible and adapt to rotate within the different subsections of the Front Office Department.
26. To carry out any other reasonable duties as assigned by the Guest Relation Manager.

• Knowledge of the Russian language is a must.