Guest Relation Supervisor

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Ensures that all activities adhere to and support the hotel’s quality standards
• To maintain and achieve a high Customer Satisfaction Score for the department
• Conduct Staff appraisals annually and quarterly
• Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of comapny’s rules and regulations, loyalty to management and inter-departmental co-operation.
• To supervis the day to day operation of the guest relations department to ensure high standards of service and guest care at all times.
• To use discretion and tact when dealing with guest enquiries, problems or compalints in an efficient and professional manner without detriment to the Hotel and / or its reputation
• To be constantly proative in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
• To carry out duties of the Guest Relations Agent if required
• To motivate, lead and ensure the continous improvement of the team to achieve the company’s vision and goals.
• To carry out and supervise regular departmenal training and cross training of staff members from other hotel departmens.
• To meet and carry out training records/summary within the department as required by the group
• To maintain and distribute the staff attendance summary sheet
• Reply to guest letters and queries
• Respond to internal and external guest complaints in a professional manner.
• To carry out Guest Relations Manger’s coverage as and when required
• To ensure maintain the lobby and guests are being assisted by colleagues.
• To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department
• Co-ordination and information with the Front Office, Hosekeeping, F&B and especially with the General Manager regarding VIPs
• Review guest comments daily and takes contact if necessary and possible with the guest for direct action
• To effectively hanle all guest complaints concerning the Front Office in co-ordination with the Front Office, taking corerctive action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, inform General Manager if required
  
  

General/Miscelaneous

• To be punctual on duty and ensure the same of your employees
• Be well groomed to the standards laid down. Insist on the same standard for your employees.
• To comply with all hotel rules and regulations as outlined inthe ahndbook and to be aware of company disciplinary and grievance procedures.
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
• To promote helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaciton.
• To give full cooperation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the Hotels in repsonse to the business and customer needs.
• Ensures oneself is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Maintains a monthly overview of vacation and public holidays of all his/her staff and delivers a monthly consolidated summary to the Human Resources.
• Is familiar with all related company documentation and especially with the relevant Operational standards for his/her field of responsibility.
• Other duties as assigned.
  
  

Special

• Assist in Taks Force Teams for new openings
• Carry out any other reasonable tasks (which may not be stated here) as required.
  
  

Qualifications

• University Degree in Hotel Management
• Minimum 3-4 years in a similar role in a five star hotel
• Preferably Female
  
  

Additional Information

What Is In It For You

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21