Guest Relation Supervisor

Job Description: Guest Relations Supervisor

Job Description:

General Responsibilities:
1. Act as an ambassador of the hotel both within and outside the workplace.
2. Oversee Guest Relations operations, ensuring adherence to hotel standards and procedures.
3. Provide personalized service to all guests, following hotel standards and procedures.
4. Ensure appropriate stock levels for the smooth operation of Guest Relations and prepare requisitions accordingly.
5. Ensure proper coverage and supervision of the Guest Relations sections at all times.
6. Ensure all guests receive a warm welcome and enjoy their stay with the finest personal service.
7. Respect the privacy and confidentiality of guest information.
8. Act as a representative of the Management when dealing with guest complaints or team difficulties.
9. Manage guest complaints professionally, resolve issues to guest satisfaction, and record them.
10. Personally welcome guests and escort them to their rooms, outlets, or other public areas as requested.
11. Ensure uncompromising levels of cleanliness and maintenance through personal responsibility.
12. Use appropriate materials, equipment, and supplies for the smooth run of Guest Relations operations.
13. Utilize proper telephone etiquette as per Sofitel standards.
14. Spend most of the time in the guest area, socializing with guests, playing a Public Relations role.
15. Respect guest privacy and confidentiality of information.
16. Be fully aware of and report all guest comments or complaints.
17. Be aware of all VIPs visiting or staying in the hotel.
18. Properly use all equipment and Property Management System (PMS).
19. Daily follow checklists and billing procedures.
20. Respect schedules, terms, and deadlines as agreed with Management.
21. Daily read the logbook, sign it, and update activity reports.
22. Update the team with all happenings in the hotel and latest administrative, organizational, operational changes, and news.
23. Conduct a daily line-up briefing with the lobby hostess team to recap tasks and activities.
24. Promote Accor loyalty programs.
25. Maintain an atmosphere of high morale and a happy working relationship among the team.
26. Be entirely flexible and adapt to rotate within different sub-sections of the Front Office Department.
27. Carry out any other reasonable duties as assigned by the Guest Relation Manager.