Guest Service Supervisor (GSS)

• Ensure outstanding customer care at all times.

• Maintains a friendly, cheerful and courteous demeanour at all times.

• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

• Supervise daily shift process ensuring all team members adhere to standard operating procedures.

• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

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

Adhere to company credit limit, floor limit policies. • Allocate rooms to expected arrivals after checking guests preferences and special requests.

• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

• Cross Check all billing instructions are correctly updated.

• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

• Performs other duties as assigned, requested or deemed necessary by management.

• Ensure Front office log book and hotel log book is always updated and actioned upon.

• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

Participate in hotel committees and task force assignments. • Assist all departments in servicing the guests during high volume periods.

• Takes responsibility in the absence of the Duty Manager / Front office manager.