Job details
Roles and responsibilities As a Guest Service Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Guest Service Supervisor is responsible for supervising the activities that create the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
- Supervise Front Desk operations during your assigned shift to a consistently high standard.
- Ensure your shift team have a current knowledge of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
- Advise your shift team of any special events or VIP Guests in the hotel that day.
- Monitor the appearance, standards, and performance of Team Members with an emphasis on training and teamwork.
- Maximize sales revenues through up-selling and marketing programs.
- Manage Guest requests, inquiries, and complaints promptly and completely.
- Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
- Front Office experience in the hotel, leisure, and/or retail sector.
- Strong commercial/business awareness and demonstration of sales capabilities.
- Calm, organized work ethic with the ability to prioritize and meet deadlines.
- Excellent supervisory, inter-personal, and communication skills.
- A passion for delivering exceptional levels of Guest service.
- A relevant supervisory/management certificate/diploma or degree.
- Supervisory skills: Ability to lead and manage a team of guest service representatives, concierge staff, or other customer-facing employees, ensuring they deliver exceptional service.
- Staff training and development: Conduct training sessions for new employees and provide ongoing support to ensure staff is well-equipped to handle guest inquiries and concerns.
- Team motivation: Inspire and motivate the team to maintain high levels of service, fostering a positive work environment that promotes collaboration and efficiency.
- Conflict resolution: Handle guest complaints and team conflicts effectively, ensuring that issues are resolved promptly and professionally, maintaining guest satisfaction.
- Guest satisfaction focus: Ensure that all guests receive a warm, welcoming experience and that their needs are met efficiently, aiming for positive feedback and repeat business.
- Complaint handling: Address guest complaints and concerns quickly and effectively, working to resolve issues and prevent negative experiences.
- Personalization of services: Tailor guest services to meet individual preferences, anticipating needs and ensuring a memorable stay for each guest.
- Proactive service: Anticipate guest needs before they arise, offering personalized solutions to enhance their experience and satisfaction.
- Effective communication: Communicate clearly and professionally with both guests and staff, ensuring that messages are conveyed accurately and promptly.
- Multilingual skills: Proficiency in more than one language can be beneficial for communication with guests from diverse backgrounds.
- Internal communication: Keep the management team and other departments informed about guest concerns, feedback, and service requirements, ensuring smooth operations.
- Listening skills: Actively listen to guests to fully understand their needs and concerns, ensuring that the right actions are taken.
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
Improve your chance to get this job.
Do an online course on Management, Leadership and Business starting now.
-
Facilities Management Diploma New Skills AcademyAED 129
AED 1,098Duration: Upto 14 Hours -
Prepare for CCBA eduCBAAED 19
AED 44Duration: 13 Hours -
MBA International Business Euclea Business SchoolAED 29,380Duration: 15 Months Live virtual classroom
-
AED 47,743Duration: 36 Months Live virtual classroom
