Guest Services Supervisor

The Guest Service Supervisor of The Grand Ho Tram is responsible for helping to oversee the professional and efficient day-to-day operation of the Guest Service Executive and Airport Ambassador Team in Ho Chi Minh city. Supervisor assists in creating the highest level of customer service for all guests that is flawless and refined in nature. Trains and empowers employees who provide exceptional service and go on to achieve their desired work goals. All responsibilities are to be performed in accordance with departmental and company policies, practices and procedures, as well as within the framework and intent of the Vision of The Grand Ho Tram.

Responsibilities

 Promote hotel outlets, services and events. 

 Help to create proficient and streamlined systems and processes for handling guests’ requests.

 Engaging leadership that inspires and empowers the Guest Service Executive and Lobby Ambassador. 

 Proactively conveys guidelines for staff that shape the unparalleled standards expected. 

 Maintains close work relationships with other departments and their leaders to promote feedback and efficient operations. 

 Ensures all activities performed within the department are in accordance with the company’s business objectives, and established safety and security standards. 

 Keeps leadership informed on a timely basis of any undue variance from expected results.

 Make certain that areas of accountability are executed in uncompromised levels. Proper utilization of resources is a must. 

 Oversees facility and equipment in the responsible areas to make sure they are in complete working order. 

 Supports in training, motivating, and providing on-going communication to staff to deliver first-class service with unmatched elegance and professionalism while promoting a culture of accountability. 

 Aids in staff changes in assigned area of vacations, leaves of absence and release of staff. 

 Communicates with partnering departments and peers to achieve superior customer satisfaction and efficient utilization of manpower and facilities. 

 Maintain updated information and knowledge to hotel availability, qualifying criteria, room rates, room types, package plans, info on all food outlets and hours of operations, special events and any pertinent event taking place at The Grand.

 Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.