Guest Services Supervisor
I. BASIC PURPOSE / JOB BRIEF:
The Guest Services Supervisor is responsible for delivering a seamless hotel guest journey during the arrival, in-house, and departure experience by providing guidance and leadership to the Guest Services Agents. Its primary function is to serve all of the needs of the hotels VIP guests. This role also support Front Office operations by manning the front desk/reception area.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Supervises the operation at the command center by ensuring all pre-arrival, in-house, and pre-departure arrangements are accurately performed.
- Manages the roster of the Guest Services Agent and ensures all protocols for breaks, leaves and punctuality are adhered to.
- Keeps an accurate record of all expenses that will reflect on the section’s monthly operational expenses such as welcome amenities, turndown amenities, departure gifts, etc. and submits reports as required by management.
- Conducts daily briefing and prepares relevant reading material Guest Services Manager Guest Services Agent
- Proactively organizes meetings with the Guest Services Agents when necessary.
- Fully aware of the responsibilities and duties of a Guest Service Agent and can readily function as a Guest Services Agent when required by the Guest Services Manager.
III. JOB SPECIFICATIONS:
Educational Requirement:
- College level of any course or equivalent professional training
Experience Requirements:
- Preferably 2 – 3 years working experience as a hotel Operation’s front-liner at a 5-star hotel.
- 1 year experience with supervisory capacity is preferred
Skills and Attributes:
Leadership Skills:
- Proactive
- People Management Skills
- Highly organized
Technical Skills:
- Knowledgeable in Hotel Property Management Systems, preferably Opera
- Good command of Microsoft Word, Excel, and Powerpoint
Other Qualifications:
- Can stand on their feet for a long period and capable of working outdoors.
- Physically fit and no visible tattoos.
- Displays exceptional commitment to improving customer service.
- Creative and has eye for details
Guest Services Supervisor
I. BASIC PURPOSE / JOB BRIEF:
The Guest Services Supervisor is responsible for delivering a seamless hotel guest journey during the arrival, in-house, and departure experience by providing guidance and leadership to the Guest Services Agents. Its primary function is to serve all of the needs of the hotels VIP guests. This role also support Front Office operations by manning the front desk/reception area.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Supervises the operation at the command center by ensuring all pre-arrival, in-house, and pre-departure arrangements are accurately performed.
- Manages the roster of the Guest Services Agent and ensures all protocols for breaks, leaves and punctuality are adhered to.
- Keeps an accurate record of all expenses that will reflect on the section’s monthly operational expenses such as welcome amenities, turndown amenities, departure gifts, etc. and submits reports as required by management.
- Conducts daily briefing and prepares relevant reading material Guest Services Manager Guest Services Agent
- Proactively organizes meetings with the Guest Services Agents when necessary.
- Fully aware of the responsibilities and duties of a Guest Service Agent and can readily function as a Guest Services Agent when required by the Guest Services Manager.
III. JOB SPECIFICATIONS:
Educational Requirement:
- College level of any course or equivalent professional training
Experience Requirements:
- Preferably 2 – 3 years working experience as a hotel Operation’s front-liner at a 5-star hotel.
- 1 year experience with supervisory capacity is preferred
Skills and Attributes:
Leadership Skills:
- Proactive
- People Management Skills
- Highly organized
Technical Skills:
- Knowledgeable in Hotel Property Management Systems, preferably Opera
- Good command of Microsoft Word, Excel, and Powerpoint
Other Qualifications:
- Can stand on their feet for a long period and capable of working outdoors.
- Physically fit and no visible tattoos.
- Displays exceptional commitment to improving customer service.
- Creative and has eye for details