Guest Relations Supervisor
6 months ago
JobDescription
Please note thatthis is not an exhaustive list of everything that needs to be done.Employees at Anantara Dubai Palm Jumeirah Resort & Spaalways find new ways to look after the business, their guests, andtheir associates. Within this, the key responsibilities for thisposition are:
- Isresponsible for Guest Relations function of theresort.
- Provide prompt, courteous and efficientservice to all guests, so as to achieve a high level of customersatisfaction.
- Facilitate an efficient arrivaland departure formality for all guests.
- Assistguest in resort activityenquiries/requests.
- Ensure that establishedlevels of guest service are maintained at all times within thereception area.
- Actively elicit guest feedbackand preferences, regarding resort services and ensure action isinitiated on the same to maximize guestsatisfaction.
- Ensure guest errands are executedas directed.
- Prepare all informationcollaterals for guests and related departments as per the policyand standards.
- Ensure guests are personallywelcomed and greeted by name and escorted to their rooms onarrival.
- Provide information on resort servicesand facilities, as well as local attractions and general enquiresas requested.
- Ensure a member of management isin attendance of all arrivals anddepartures.
- Ensure sufficient stocking ofwelcome beverage, refresh towels and special departure expressionsare maintained.
- Coordinate transportation forguests in collaboration with the Concierge, Bell Captain and BellMen including buggy and car transfers.
- Providecomplete assistance to guests on arrival and departure (check inand check out).
- Prepare accurate room folios /bills and ensures settlement of thesame.
- Responsible for all check outs being doneefficiently and accurately.
- Handle difficultsituations effectively following resort policies andprocedures.
- Perform all duties andresponsibilities in a timely and efficient manner in accordancewith established Resort’s Policies & Proceduresto achieve the overall objectives of thisposition.
- Ensure proper record keeping anddocumentation, as per statutory and organizationalrequirements.
- Closely liaise with GuestServices Centre in ensuring all follow ups are done in a timelymanner.
- Ensure correct documentation of alltransactions at Front Office duringshifts.
- Communicate promptly and efficientlyguest complaints and compliments to the Front Office Manager / DutyManager.
- Keep superior promptly and fullyinformed of all problems or unusual matters ofsignificance.
- Ensure safety and security ofguests’ belongings.
- Adhere to allorganizational policies and standards.
- Activelyparticipate in selling excursions and coordinating recreation, spaand Food & Beverage.
- Responsible forimplementing and maintaining the sanctity of the Guest ServiceQuestionnaire daily as per standard operatingprocedure.
- Attend behavioral and vocationaltraining in own and related work areas, to enhance skills anddevelop multi-functionality.
- Lead the GuestRelations team by example.
- Train, mentor andcoach the Guest Relations team.
- Ensure that allfellow associates follow Safety rules and operatingprocedures.
- Is aware of all house rules andassists in enforcing them on associates.
- Alwaysconduct himself/herself in such a manner so as to encourage allfellow team members to do likewise.
- Maintain afavorable working relationship with all other company employees tofoster and promote a cooperative and harmonious workingclimate.
- Project at all times, a favorableimage of the company, resort and department.
Qualifications
- A strong focus on customerservice.
- Prior experience in hotel front officeoperations is preferred.
- Excellentcommunication skills; fluency in English isrequired.
- Be able to work shifts, weekends andpublic holidays.
- Computer skills in MsOffice.
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