Guest Relation Supervisor

Job Summary:

The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver exceptional service behavior and create the right environment which our colleagues can experience that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.

A Guest Relations Supervisor is responsible for guests satisfaction throughout their stay at the hotel by ensuring that enquiries receive responses and advice, and information is delivered when requested.

KEY RESPONSIBILITES

• Ensure exceptional personalized service to hotel guests
• Ensure brand standards, policies and procedures are adhered to all times
• Respond to guest enquiries with courtesy, knowledge and confidence
• Ensure requests made prior to guest arrivals are communicated to relevant departments
• Inspects VIP rooms prior to arrival, greet and escort guests personally on arrival/ bidding farewell in accordance with TFC standards
• Ensure for all VIP guest arrival and departure are checked daily and act according to the preparation needed (amenities, transfer, etc.)
• Deliver the highest quality and brand service standards to consistently meet and exceed executive guest and FCP expectations
• Make courtesy calls to ensure guests satisfaction after arrival and create reports on the feedback
• Handle enquiries and complaints, promptly and efficiently
• Seeks, listens, and responds to guest feedback
• Assist hotel guests with all inquiries related to room set up arrangements
• Manage all communication with VIP guests and ensure satisfaction at time of check out and monitor all packages and taxes and divert same to guest room
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Ensure the team projects a professional manner with an emphasis on hospitality and guest service
• Proficiency in using computer software to monitor inventory and perform other record keeping tasks
• Ensure that VIP guest supplies and amenities are offered and replenished to the required standards
• Review personalized amenities for each guest based on the data that we have for each guest
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

• At least 2 years experience as Guest Relation Supervisor in 4/5* property with 300+ inventory
• Front Office computer literacy (e.g., OPERA, VICAS etc.)
• Excellent communications skills with Proficiency in speaking and writing Business English
• Required language(s): fluent English, with preferred fluent French, Arabic, or Russian
• Team player with excellent planning and organizing skills
• Able to work flexible working hours with rotating shifts
• Pleasant personality with good problem-solving skills