GUEST RELATION SUPERVISOR

• Have a complete knowledge of the hotel product including room rates, relative facilities, food and beverage outlets/promotions, spa, fitness center and etc.

• Monitor daily arrivals/departures and anticipate guest needs and handle guest inquiries in a helpful and attentive manner.

• Suggest alternatives to meet customer needs in terms of product features and benefits.

• Meet and greet all return guests, regular guests and VIP guests of the hotel as required.

• Conduct daily shift briefings, meetings, and share relevant information with employees.

• Ensure that all issues pertaining to guest satisfaction are met and that all follow up is completed on a timely basis. Pre-empt and anticipate guest needs.

• Maintain regular quality control inspections of departments’ standards.

• Ensure that all lobby and entrance areas spotless condition at all times.

• Ensure that all duties are complete prior to shift end as outlined in the shift checklist and that information is transferred from shift to shift.

• Develop and maintain a motivational working environment within the department and positive relations with other departments.

• Have a complete knowledge of hotel policy and procedures.

• Report health/safety and security hazards to your manager or Duty Manager.

• Maximize revenue of tour/activity and transportation.

• Support Front Office Manager in executing standard operating procedures and support implementation in the outlet.

• Participate in job training plan across the department and implement in all aspects of Front Office professionals; manage the subordinate’s performance and conduct appraisal if needed.

• Actively participate in personnel discussions, such as counselling, performance management and general staffing matters.

• Attend department’s meetings on a period basis or as required and support in practicing initiatives discussed at meetings.

• Daily check tour/activity presentation to make sure all correct and nice presentation.

• At least three-year working experience in Front Office department with one year work in senior position.

• Knowledge of Comanche/Opera/ Fidelio or other PMS and in Microsoft office program are required

• Positive attitude and excellent communication skills in native and foreign language (English and/or others).