Guest Relation Supervisor Russian Speaker

3 weeks ago


Abu Dhabi, United Arab Emirates AccorHotel Full time
  • 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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