Guest Services Supervisor

Salary undisclosed

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Responsible for maintaining the Legendary Quality Experience – LQE
Ensure sufficient manning in Front Office appropriate to operational demand
Ensure staff’s punctuality, uniforms, personal hygiene and grooming standards
Continuously monitor staff performance and provide on-the-job guidance
Follow up guest comments to establish solutions appropriate to problems highlighted and motivate colleagues to take ownership of their work and follow ups.
Conduct daily briefing of information important to the smooth operation of Reception and hotel. Encourage staff to focus on objectives beneficial to the guest processes
Assist with the recruitment of new staff and career development of current colleagues
Ensure multi-skilling is achieved through the task at Front desk, Guest Relations, Concierge etc
Provide support to Guest Services Agent during full-house situations and liaise with Duty Managers regarding problems resulting from “sell-out” nights
Maintain a high profile role within the front desk and lobby area so as to be an approachable member of the hotel
Attend meetings pertaining to Front Desk operations and remain up-to-date with new innovations within the hotel
Ensure that Front Desk staff work in a clean and tidy manner, according to hotel policies and standards
Co-ordinate with other departments such as Room Service (room amenities) and Housekeeping (rooms assignment and set up) to ensure smooth running of the operation and inter-departmental cooperation