Guest Service Supervisor/ Giám sát Dịch vụ khách hàng 1

The Role

• Under the guidance and supervision of the Front Office Manager, and within the limits of the established Mövenpick Hotels & Resorts policies and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

• Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Front Office Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:

• Have the responsibility to ensure the safety and health at work and follow the Accor policy.

Key Deliverables and Responsibilities

Planning & Organizing:

1. Review and update Logbook

2. Check equipment

3. Be Smart, well-groomed and maintain a friendly and cheerful disposition all the times

4. Oversee the day to day operations

5. Report regularly on happening to FOM / Night Manager (if on shift).

6. Monitor Employees performance/ Coaching

7. Fire Procedure

8. First Aid Procedures

9. Handle guest complaints and report to manager

10. Implement and coordinate the Front Office OSM

11. Perform as per OSM Standards and in line with the Company’s Values and Core Behaviour.

12. Be fully aware of the Talk of the Walk for the day.

13. Drive Upselling Programme.

14. Proper grooming at all times

15. Attend training classes as per schedule

16. Show fullest cooperation and respect within the team and other departments

17. All team members on shift are aware of the daily activities and have product knowledge the hotel facilities.

18. Ensure panic report is printed during the shift at least twice.

Operations:

1. Prepare for daily arrivals in terms of room allocation, amenities and special requests of Guests.

2. Register and process check in for all arrivals.

3. Update and check guest information into the computer after a complete check in.

4. Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.

5. Drive Upselling and exceed the monthly targets.

6. Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.

7. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.

8. Handle issuance of guest room key cards and ensure effective control for guest security.

9. Check and convey message to Guests.

10. Assist at the reception desk, Foreign Exchange, Night Audit and the Business centre, as and when assigned.

11. Seek authorisation on special room rates , paid-outs, rebates, cash advances, and acceptance of

a. cheques, on basis of established procedures

12. To check the paymaster and feedback to FOM. (Ultimate goal to have no paymaster).

13. Over credit limit report to be checked and files on daily basis.

14. Housekeeping discrepancy report checked and filed on daily basis.

15. Liaise with Guest Relations / Concierge for action plans on group arrivals / departure.

16. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.

17. Check Hotel situation, occupancy, functions, groups, MIPs/VIPs.

18. File daily reception report and documents systematically.

19. At the end of the shift or the day ensure all GSAs reports are completed and submitted in the correct tray for night auditor.

20. Assist MOD in doing “book out” when needed.

21. Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.

22. To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, report in writing via hotel duty log.

23. Other duties as assigned.

24. Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.

25. Assist in Task Force Teams for new openings. (If asked).

26. Carry out any other reasonable task (which may not be stated here) as requested.

27. Attend and chair the daily briefings.

28. TrustYou targets to be achieved and exceeded.

29. Comply with account audit requirements and be ready during your shift at all times.

30. Drive Cherish programme and ensure targets are achieved and exceeded.

31. Assist FOM to achieve the departmental targets.