Guest Relations Supervisor

Scope of Job:

Assists in the smooth and efficient running of the Front Office Department.

Main Duties and responsibilities:

• Controls that all the deparmental trackers as amenity cost tracker and deparmental order files are timely updated and procedures are adheres to by all FO associates.
• Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
• Submits all guests/associates incident reports.
• Creates monthly payroll of Front Office and submits for further approval.
• Controls annual leave distribution and assists in maintaining effective owed days balance of the department.
• Ensures that all Front Office associates provide exceptional guest service at all times.
• Personally greets and checks-in VIP guests.
• Ensures that all Front Office associates are familiar with the hotel’s products and services, current promotions, policies and other important information
• Assists to implement consistent guest recognition programme and maintains updated guest history data base.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, ensuring that all the problems are handled at high level.
• Personally and frequently verify that guests are receiving the best possible service during check-in and check-out processes.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that guest history records are accurately maintained and timely filed.
• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
• Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in-house and arrivals are strictly adhered to.
• Ensures the strict control of room keys.
• Assists to develop the skills and effectiveness of all Front Office associates through the appropriate training, coaching, and/or mentoring.
• Assist to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

Requirements:

• Bachelor's Degree – preference given to Hotel or Hospitality Management
• 2-3 years of experience in Front Office; prior experience with 5-star hotel
• Extensive Knowledge of MS Office (essential); OPERA.
• Developing managerial skills with a record of positive people skills and team working abilities
• Proven successful guest service record.
• Ability to learn quickly; work as part of a team and build relationships
• Local Nationality