Royal Service Supervisor

The Position To oversee and direct all aspects of Royal Service Department to maximize guest satisfaction. KEY ROLES & RESPONSIBILITIES

• Lead and supervise all aspects of the Royal Service department and ensure all service standards are followed.
• Provide support to Royal Service Manager and other departments in daily operations.
• Assist in analyzing RSM tickets breakdown and monthly trends.
• Train, lead, guide and direct the efforts of the Royal Service Agents.
• Supervise the responsible use of all available systems including PMS (Property Management System), telephone system, Royal Service fax, etc.
• Monitor and ensure that all calls from guestrooms and administration areas are charged and posted to guest folios and City Ledgers (when applicable).
• Resolve complications and complaints such as missed wakeup calls or missed messages using previous experience and good judgment.
• Maintain information confidentiality.
• Achieve positive outcomes from guest queries in a timely and efficient manner.
• Ensure all messages are correctly and promptly accepted and delivered for both guests and management.
• Ensure all wake-up calls take place at the correct time.
• Demonstrate knowledge of all hotel services, facilities, and promotions in the hotel vicinity and use upselling techniques to promote these offerings when appropriate.
• Handle emergency calls immediately and relay comprehensive and accurate information as required.
• Demonstrate a high level of customer service at all times.
• Lead and supervise all aspects of ALL (Accor Live Limitless).
• Comply with hotel security, fire regulations, and all health and safety legislation.
• Follow Sofitel standards.

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and management staff.
• Ability to work cohesively with coworkers as part of a multicultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.

• Degree from School for Tourism & Hotel Management.

• Minimum 3-5 years relevant experience with at least 2 years at a supervisory level.