Guest Relations Supervisor - Giám sát Quan hệ khách hàng

• Assists in management of daily Front Office operations and works with customers and guests as part of a project used to demonstrate capabilities required in Wafaifo standard.

• Supervise the efficient operations of reception including check in/out procedures.

• Support talent in handling guest requests and enquiries to ensure a positive outcome is achieved.

• Ensure that both the Guest Relation Manager and Guest Relation Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments.

• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

• Allocate rooms to expected arrivals after checking the guest’s preferences and special requests at least one week ahead.

• Cross Check all billing instructions are correctly updated and strictly follow finance procedures from finance controller.

• Advise team of any special events or VIP Guests in the resort for events or for general accommodations.

• Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.

• Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork.

• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.

• Ensure all talent have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties.

• Demonstrate positive leadership characteristics, which inspire all talent to exceed standards.

• Act in accordance with fire, health and safety regulations and follow the correct procedures when required.

• Follow and adhere to Wafaifo standards.

• Assist other departments wherever necessary and maintain good working relationships with other talent.

• Smile to every guest and offer an appropriate hospitality comment.

• Speak to every guest in a friendly, enthusiast and courteous tone and manner.

• Answer guest questions and requests quickly and efficiently or take personal responsibility to get the answer.

• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.