Guest Relations Supervisor

Guest Relations Supervisor

Job Family: Guest Services/Front Desk

POSITION SUMMARY

Respond to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact the appropriate individual or department as necessary to resolve guest requests. Collaborate with management to develop and carry out ideas and procedures and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support the team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organisational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

 Report work-related accidents or other injuries immediately upon occurrence to the manager/supervisor.

 Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

 Protect the privacy and security of guests and coworkers.

 Maintain confidentiality of proprietary materials and information.

 Perform other reasonable job duties as requested by Supervisors.

Communication

 Provide assistance to coworkers, ensuring they understand their tasks.

Assists Management

 Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

Working with Others

 Support all co-workers and treat them with dignity and respect.

 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

 Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Greet/Escort Guests

 Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

 Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

 Make pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.

 Compile and distribute a list of anticipated services and amenities to relevant departments.

 Contact the appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping,

 Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

 Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

 Follow up with guests to ensure their requests or problems have been met to their satisfaction.

CRITICAL COMPETENCIES

Analytical Skills: Computer Skills

Interpersonal Skills: Customer Service Orientation

Communications:  Writing,  English Language Proficiency

PREFERRED QUALIFICATIONS

Education: High school diploma/G.E.D. equivalent

Related Work Experience: At least 1 year of related work experience

Supervisory Experience: At least 1 year of supervisory experience