Guest Relations Supervisor
7 months ago
Please note that this is not an exhaustive list of everything that needs to be done. Employees at Anantara Dubai Palm Jumeirah Resort & Spa always find new ways to look after the business, their guests, and their associates. Within this, the key responsibilities for this position are:
- Is responsible for Guest Relations function of the resort.
- Provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction.
- Facilitate an efficient arrival and departure formality for all guests.
- Assist guest in resort activity enquiries/requests.
- Ensure that established levels of guest service are maintained at all times within the reception area.
- Actively elicit guest feedback and preferences, regarding resort services and ensure action is initiated on the same to maximize guest satisfaction.
- Ensure guest errands are executed as directed.
- Prepare all information collaterals for guests and related departments as per the policy and standards.
- Ensure guests are personally welcomed and greeted by name and escorted to their rooms on arrival.
- Provide information on resort services and facilities, as well as local attractions and general enquires as requested.
- Ensure a member of management is in attendance of all arrivals and departures.
- Ensure sufficient stocking of welcome beverage, refresh towels and special departure expressions are maintained.
- Coordinate transportation for guests in collaboration with the Concierge, Bell Captain and Bell Men including buggy and car transfers.
- Provide complete assistance to guests on arrival and departure (check in and check out).
- Prepare accurate room folios / bills and ensures settlement of the same.
- Responsible for all check outs being done efficiently and accurately.
- Handle difficult situations effectively following resort policies and procedures.
- Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resort’s Policies & Procedures to achieve the overall objectives of this position.
- Ensure proper record keeping and documentation, as per statutory and organizational requirements.
- Closely liaise with Guest Services Centre in ensuring all follow ups are done in a timely manner.
- Ensure correct documentation of all transactions at Front Office during shifts.
- Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager / Duty Manager.
- Keep superior promptly and fully informed of all problems or unusual matters of significance.
- Ensure safety and security of guests’ belongings.
- Adhere to all organizational policies and standards.
- Actively participate in selling excursions and coordinating recreation, spa and Food & Beverage.
- Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure.
- Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
- Lead the Guest Relations team by example.
- Train, mentor and coach the Guest Relations team.
- Ensure that all fellow associates follow Safety rules and operating procedures.
- Is aware of all house rules and assists in enforcing them on associates.
- Always conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise.
- Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
- Project at all times, a favorable image of the company, resort and department.
**Qualifications**:
- A strong focus on customer service.
- Prior experience in hotel front office operations is preferred.
- Excellent communication skills; fluency in English is required.
- Be able to work shifts, weekends and public holidays.
- Computer skills in Ms Office.
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