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.
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