Copy of Guest Relations Supervisor

The Workplace: Pik Palace and Park Chalet, Gusar-Shahdag

Responsibilities: 

• Oversee the guest relations team to ensure exceptional service to guests.
• Handle guest inquiries and complaints efficiently.
• Coordinate with other departments to enhance guest experiences.
• Organize training for staff on customer service standards.
• Monitor and evaluate guest satisfaction levels.
• Develop strategies to improve guest relations.
• Ensure compliance with hospitality industry standards.
• Prepare reports on guest feedback and trends.
• Implement initiatives to enhance overall guest experience.
• Effectively and efficiently manage the operation of nights
• Develop the night team and actively coach on customer care skills, department procedures
• Ensure all new starters attend company orientation within four weeks of starting employment
• Be knowledgeable and conversant of Front Office systems ( Opera) and know back up procedures and system recovery procedures
• Know what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats, cyclones).
• Establish a friendly and helpful attitude to all guests and staff
• Ensure staff adhere to Standards and Procedures for cash handling
• Is jointly responsible for adherence to the Credit Policy at reception.
• Produce Revenue Reports

Requirements and skills:

• Bachelor's degree in Tourism, Hospitality or related field.
• At least 3 years of experience in guest relations.
• Excellent Opera PMS skills.
• Great interpersonal and communication skills.
• Excellent problem-solving skills.
• The ability to remain positive and focused in a fast-paced environment.
• Good time management skills.
• A professional appearance.
• Multilingual abilities are a plus.
• Team management experience