Guest Experience Supervisor

7 months ago

Abu Dhabi, United Arab Emirates Hilton Full time

The Guest Experience Supervisor will be responsiblefor overseeing the team of Guest Experience Agents, developing and implementing strategies to enhance guest satisfaction, analyzing feedback, and fostering collaboration with other departments. Carries out the assigned tasks to the highest professional standards and in accordance to the directives and instructions received. Establishes and develops personal guest contact, promotes feedback and is constantly proactive in anticipating guest needs and requirements. To be the main point of contact for the guests and to handle all enquiries throughout their stay in a friendly and effective manner always striving to exceed expectations and keeping in mind 'Everything Considered'.

**ESSENTIAL FUNCTIONS**
- Create a dynamic, warm, welcome and a friendly atmosphere in the hotel premise.
- Main Focus to create story around the "WB Hotel" to enhance guest experiences.
- Engage with guests by sharing with funny antidotes with excellent communication skills in accordance with the given guidelines.
- Be as a storyteller to interact with guests and have a friendly relationship with the guests and children without intruding the privacy and exceeding the limit.
- Assist and participate promotional events happening within the hotel.
- Assist the guests with any information related to the hotel areas and facilities.
- Communicate guests' feedback on the entertainment activities and other related enquiries to the head of department.
- Maintain records of customer feedback and records of action taken to address complaints and negative rating to the Manager on Duty.
- Be efficient in assisting guests throughout their stay with any requirements.
- Adhere to the Company's Guiding Vision and Mission.
- Anticipate guest needs planning experiences by knowledge of their profiles and preferences
- Perform his assigned tasks and ensures their timely implementation.
- Ensure attainment of his assigned objectives.
- Exercises responsible management and behavior at all times, positively representing the hotel management team and Hilton Worldwide.
- Fully embraces and articulates Hilton philosophy and "WB" Hotel brand guidelines and policy.
- Know on depth the Hotel features, WB manuals and characters.
- To ensure guest needs and expectations are met by providing an efficient and professional service.
- To liaise with Engineering to ensure prompt and efficient repair work.
- To create the right Atmosphere within the team to enhance fun and experiences
- To conduct regular meetings and briefings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.
- Organize entertainments in Hotel Lobby, Restaurants and Outdoor areas (e.g., Bingo, Karaoke, Quiz, Group interactions)
- Perform all daytime indoor / outdoor activities in accordance with the agreed schedule.
- Maintain costumes or props and be a great public relations representative.
- Escort guests to their rooms on arrival, explaining all the features and facilities.
- Perform any related duties and special projects as requested by the Front Office Manager, Assistant Front Office Manager, Guest Relation Manager, Chief Concierge, Night Manager and Team Leader

**SUPPORTIVE FUNCTIONS**

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.
- To ensure that employees provide a friendly, courteous, and professional service to guests at all times.
- To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, training and development.
- Ensures that both he and his employees report for duty punctually, maintaining a high standard of personal grooming, wearing the correct uniform and nametag at all times.
- Supporting FO operation team to obtain high score on social platforms.
- Enhance the arrival experience with creative engaging.
- To conduct training courses for new Team Members and regular "Refresher" courses for newly hired and existing employees.

**SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Ability to build good rapport and relationship with all levels including team member, management.
- Excellent organizational skills and a hospitality attitude.
- Ability to communicate well in English, including written and verbal communication.
- Ability to come up with creative ideas for guest activities/events and improve the way of doing.
- Ability to balance a fast-paces, constantly changing workload; highly organized (prioritized, delegates and follows up on tasks)
- Resilient to set-b

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