Guest Relation Supervisor

Company Description

Sofitel Al Hamra Beach Resort

Job Description

1. To be an ambassador of the hotel, in and outside the workplace.
2. To oversee the Guest Relations operations and ensure that the hotel standards and procedures are fully known and followed.
3. To provide personalized service to all guests, fully aware of and following the hotel standards and procedures.
4. To ensure appropriate stock levels for the smooth run of the Guest Relations operations and prepare requisitions accordingly.
5. To ensure proper coverage and supervision of the Guest Relations sections at all times.
6. To ensure that all guests receive a warm welcome and enjoy their stay by being offered the finest personal service.
7. To ensure that the privacy of guests and the confidentiality of their information is respected.
8. To act as a representative of Management when dealing with guest complaints or if a member of the Lobby Hostess team faces difficulties that they cannot resolve on their own.
9. To manage any guest complaint in a professional manner, resolving it and ensuring guest satisfaction, and recording it.
10. To personally welcome guests and escort them to their rooms, outlets, or other public areas as requested.
11. To ensure uncompromising levels of cleanliness and maintenance through personal responsibility.
12. To use appropriate materials, equipment, and supplies for the smooth run of guest relations operations and request requisitions accordingly.
13. To use proper telephone etiquette as per Sofitel standards.
14. To spend most of the time in the guest area and socialize with guests, playing a Public Relations role to build strong and long-term relationships.
15. To be fully aware of and report all guest comments or complaints.
16. To be aware of all VIPs visiting or staying in the hotel.
17. To properly use all equipment and PMS.
18. To daily follow checklists and billing procedures.
19. To respect schedules, terms, and deadlines as agreed with Management.
20. To read the logbook daily, sign it, and update activity reports.
21. To update the team with all happenings in the hotel and with the latest administrative, organizational, operational, or other changes and news.
22. To conduct daily line-up briefings with the lobby hostess team to recapitulate tasks and activities.
23. To promote the Accor loyalty programs.
24. To maintain an atmosphere of high morale and a happy working relationship among the team.
25. To be entirely flexible and adapt to rotate within the different subsections of the Front Office Department.
26. To carry out any other reasonable duties as assigned by the Guest Relations Manager.

Qualifications

1. Knowledge of the Russian language is a must.