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Mô Tả Công Việc
The Health Club Supervisor is responsible tonsures the seamless delivery of guest requests and service orders, contributing to an exceptional guest experience:
- Manage the daily operations of the Instant Service team, ensuring a consistent and high standard of service delivery for guest requests, including but not limited to in-room dining, housekeeping services, and concierge tasks.
- Supervise and train Instant Service Agents, providing guidance and support to ensure they are knowledgeable, motivated, and capable of delivering prompt and efficient service.
- Coordinate and collaborate with various departments, including Housekeeping, F&B, Engineering, and Concierge, to ensure guest requests are handled promptly and accurately.
- Monitor service request logs to ensure that all requests are completed within the expected time frame and to the satisfaction of the guest.
- Handle guest complaints and special requests efficiently and professionally, resolving issues to enhance guest satisfaction and loyalty.
- Establish and enforce operational standards for the Instant Service team, ensuring compliance with the resort’s policies and procedures.
- Assist in creating and maintaining service delivery reports, tracking guest preferences, special requests, and recurring issues to continuously improve service quality.
- Ensure all guest interactions are carried out with the highest levels of professionalism, courtesy, and attention to detail, adhering to the resort's luxury service standards.
- Maintain inventory control of in-room service amenities, supplies, and equipment, ensuring they are replenished and well-maintained.
- Review and evaluate team performance regularly, providing feedback, coaching, and performance reviews to promote personal and professional growth.
- Assist in the development of guest satisfaction initiatives and loyalty programs that further elevate the guest experience.
Yêu Cầu Công Việc
- Proven experience in a guest service, concierge, or rooms division supervisory role, preferably within a luxury hotel or resort environment.
- Strong leadership, organizational, and communication skills.
- Ability to multitask, handle guest requests, and lead a team in a fast-paced environment.
- Proficiency in hotel management software and Microsoft Office Suite; experience with resort-specific systems is a plus.
- Exceptional problem-solving skills with a proactive approach to service delivery.
- High level of attention to detail and dedication to maintaining exceptional service standards.
- Ability to work flexible hours, including weekends and holidays.
Hình thức
Quyền Lợi
- Competitive salary and Pre-opening service charge
- At least 14 annual leave days/year
- Monthly Service charge
- 100 % salary and immediate Social Insurance enjoyment during probationary period
- Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy
- 13th month salary & monthly service charge
- Birthday gifts and Internal Service Discount in accordance to IHG and resort's policy
- Enjoys IHG's special offer for internal employee
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