Guest Relation Supervisor Russian Speaker
3 weeks ago
- Ensures that all activities adhereto and support the hotels quality standards.
- Tomaintain and achieve a high Customer Satisfaction Score for thedepartment.
- Conduct Staff appraisals annuallyand quarterly.
- Requires to set a high exampleat all times in regards to punctuality appearance courtesyperformance attitude team work guest and staff relations observanceof companys rules and regulations loyalty to management andinterdepartmental cooperation.
- To supervise thedaytoday operation of the guest relations department to ensure highstandards of service and guest care at alltimes.
- To use discretion and tact when dealingwith guest enquiries problems or complaints in an efficient andprofessional manner without detriment to the Hotel and / or itsreputation.
- To be constantly proactive inanticipating guest needs & requirements and to demonstratea high & consistent level of service at alltimes.
- To carry out duties of the Guest SeviceAgents if required.
- To motivate lead and ensurethe continuous improvement of the team to achieve the companysvision and goals.
- To carry out and superviseregular departmental training and cross training of staff membersfrom other hotel departments.
- To meet and carryout training records/summary within the department as required bythe group.
- To maintain and distribute the staffattendance summary sheet.
- Reply to guestletters and queries.
- Respond to internal andexternal guest complaints in a professionalmanor.
- To carry out Guest Services Managerscoverage as and when required.
- To ensure tomaintain the lobby and guest are being assisted bycolleagues.
- To oversee the organisation of theguest cocktails and communicate approximate number of attendees tothe relevant department.
- Coordination andinformation with the Front Office Housekeeping F&B andespecially with the General Manager regardingVIPs.
- Reviews Guest Comments daily and takescontact if necessary and possible with the guest for directaction.
- To effectively handle all guestcomplaints concerning the Front Office in coordination with theFront Office Manager taking corrective action to prevent recurrenceand convert the guest into a repeat customer. Coordinate properactions with other departments informs General Manager ifrequired.
Qualifications:
- UniversityDegree in Hotel Management
- Previousexperience in guest relations customer service or hospitalitytypically 35 years in a 5 star hotel (Supervisory or leadershipexperience is often preferred)
- Proficiency inhotel management software and systems (e.g. PMSCRM).
- Familiarity with Opera System andMicrosoft Office Suite (Word ExcelOutlook).
- Proficiency in English; additionallanguages are aplus.
RemoteWork :
No
EmploymentType :
Fulltime
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