Guest Relations Supervisor

JOB PURPOSE

As a Guest Relations Supervisor, you will supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

WHAT YOU WILL DO

Responsibilities and essential job functions include but are not limited to the following:

• Ensure all guests, as per arrival requirements, are attended to and guests contacted if email or phone number are known.
• Organize arrival and departure of the guests in coordination with AFOM and FOM
• Ensure that all GRO team members at all times are fully knowledgeable of all resort facilities and services offered.
• Handle guest farewells, follow up calls and reviews on online channels actively
• Ensure that all team members are fully knowledgeable in particular areas of: booking of restaurants, private functions, excursions.
• Ensure that daily and weekly events are prepared and accurate.
• Together with other team members check VIP rooms if required and ensure that amenities set up are appropriate. Follow up with Housekeeping
• Be informed in advance of all VIP arrival guest requirements and profiles, and keep the Management informed of these.
  

YOU SHOULD HAVE

• Must have at least 3 years of experience as a Guest Relations Agent or 1 year experience as a Guest Relations Supervisor in a 5 star hotel
• Ability to speak, read, write advanced level of English
• Thorough knowledge in Opera System
• Effective communication skills and pleasant personality are a must.
• Very energetic, flexible and can handle pressure
• Be fully conversant with health and safety procedures and emergency procedures