Guest Services Supervisor

3 weeks ago

Dubai, Dubai, United Arab Emirates Banyan Tree Full time

Overview

The Concierge Supervisor is integral to delivering exceptional guest experiences, ensuring that every visitor enjoys a memorable stay. This position demands a sincere passion for hospitality and a cooperative spirit in engaging with guests and team members alike. By adopting a proactive and insightful service approach, the Concierge Supervisor anticipates and fulfills guest needs, consistently surpassing their expectations.

With comprehensive knowledge of local attractions, dining options, and hotel amenities, the Concierge team enhances the guest experience by offering personalized suggestions and customized itineraries. The Concierge Supervisor collaborates closely with guests to curate bespoke service options, arrange transportation, and manage various booking requests before and during their stay.

Key Responsibilities

  • Lead and mentor the concierge team to provide exceptional service.
  • Foster a culture of excellence within the team, ensuring high standards of guest satisfaction.
  • Support team members in delivering outstanding customer service across all areas.
  • Guide the team in achieving guest satisfaction objectives effectively.
  • Enhance the guest experience through personalized arrival services and VIP recognition.
  • Exemplify outstanding hospitality, motivating the team to excel in guest interactions.
  • Oversee front drive operations, assisting valet, bellman, and doorman as necessary.
  • Assess staffing levels to optimize guest service and operational efficiency.
  • Maintain the organization of luggage rooms and hotel assets for a seamless experience.
  • Be present during peak hours in public areas, promptly addressing guest needs.
  • Review guest feedback with the team, promoting appreciation and facilitating improvement.
  • Conduct training sessions to enhance guest interactions and service quality.
  • Assist with additional tasks as directed by senior management.
  • Provide guests with comprehensive information about hotel services, local attractions, and dining options.
  • Promote the hotel's dining outlets while ensuring lobby cleanliness and order.
  • Coordinate guest paging and maintain accuracy in hotel information directories.
  • Prepare efficient work schedules for concierge, doorman, and bell services based on occupancy forecasts.
  • Ensure staff appearance, punctuality, and performance meet established standards.
  • Address guest issues promptly, collaborating with department heads as needed.
  • Supervise the Concierge team to guarantee excellent service and assistance to guests.
  • Assist guests with mail, messages, inquiries, and arrangements during their stay.
  • Balance operational, administrative, and colleague needs effectively.
  • Provide informative assistance regarding hotel facilities to guests.
  • Adhere to departmental policies, procedures, and service standards consistently.

Qualifications

Experience/Certificates/Education

  • Demonstrated international experience as a Senior Concierge or Concierge Supervisor in a luxury hospitality environment.
  • Exceptional guest service skills, polished presentation, and effective communication abilities.
  • Guest-focused mindset, vibrant personality, and a passion for helping others.
  • Fluency in English (both verbal and written); proficiency in additional languages such as Russian, Arabic, or French is a plus.
  • Ability to multitask in a dynamic environment and adapt to shifting priorities.
  • Flexibility in working hours, with the ability to work independently or with minimal supervision.
  • Strong analytical and problem-solving skills for sound decision-making.
  • Proficiency in Microsoft Windows and MS Office suite, including Excel, Word, PowerPoint, and Outlook.
  • Physical stamina for extensive standing and walking during shifts.
  • Familiarity with Opera software and Front Office computer systems.
  • Proven track record in a global work environment, demonstrating adaptability and cultural sensitivity.
  • Excellent organizational skills and the ability to lead, motivate, and develop a team effectively.

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