Guest Services Supervisor

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Supervisor, you'll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You'll also create the warm atmosphere that makes our guests feel at home in any location

YOUR DAY-TO-DAY

Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance Ensure your team are properly trained on systems, security, service and quality standards Ensure your front office team delivers a great service, professional attention and personal recognition Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies Oversee night audit function and preparation of daily financial reports Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel Perform other duties as assigned. May also serve as manager on duty

WHAT WE NEED FROM YOU

Previous experience in Front Office or Guest Services in a hotel environment preferred Effective communication skills in English; additional languages are a plus Knowledge of PMS systems (Opera preferred) Excellent communication and interpersonal skills Ability to work under pressure in a fast-paced environment Strong problem-solving and multitasking abilities Professional grooming and cheerful outlook