Job Description
PRIMARY RESPONSIBILITIES:
- Guest Relation Supervisor should standby at all time in the lobby.
- The Guest Relation Supervisors main responsibility is to warmly welcome (& farewell) all the guests arriving at the hotel, escort them from the main door to the Front Desk & from the Front Desk to their room.
- The Guest Relation Supervisors escort the guest to this/her room, and introduces the hotel and room facilities.
- For all Guests expected to arrive with a limousine booking, the Guest Relation Supervisor will welcome him at the hotel front door by name in order to personalize the service.
- All repeat guests are welcome by name by the Guest Relation Supervisor at the entrance and escorted to the Front Desk, Dusit Club or straight to their room for check in.
- The Guest Relation Supervisor will ensure the neatness and cleanliness of the lobby area at all times.
- The Guest Relation Supervisor is pro-active in assisting the guests in the lobby as needed as long as she can handle the request directly. If not, the Guest Relation Supervisor will escort the guest to the counter concerned & ensure that the guest is satisfied with the service provided.
- In the event of delayed check in (room not yet ready upon check in), the Guest Relation Supervisor takes over from the Front Desk, escort the guest to the appropriate Outlet & offer the appropriate service to the guest (drink, breakfast). The Guest Relation Supervisor will then keep the records of Guest waiting for rooms with the breakdown of consumptions, follow up with Front Desk Supervisor the room status & revert to the guest.
- In the event that Front Desk engages with others, The Guest Relation Officer is able to process check in and check out including cashier works.
- The Guest Relation Supervisor will be looking after special Guest Treatments such as Repeat Guests, honeymooners, anniversary, guests birthdays, as per procedure established.
- The Guest Relation Supervisor has the responsibility to collect some guest feedbacks in order in the lobby when she has the opportunity, and will as well update all the Guest Comments in the Opera Guest History.
- Privacy: The Guest Relation Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
Technical Responsibilities
- The Guest Relation Supervisor must lead dynamically the Guest Relations Section & be pro-active to develop the section to an even higher level of service.
- The Guest Relation Supervisor is supervising more specifically:
- Lobby Assistance & Guest Relations
- Guest Treatments Standards
- Every new shift, to control that a proper handover is made by each Guest Relation Officer, that no documents or work is pending, and that each station is completely clear to welcome the next shift. To ensure that all cash floats are correct after the handover, and that each is recorded in the accurate logbook.
- To control the grooming of each Guest Relation Officer to ensure that they reach the Sofitel Standards and that all staffs always keep a positive and dynamic attitude.
Training and Human Resources
- To coaching and train his/her team during the operation.
- T ensure Guest Relation Officer completes training hours set by Human Resources Department.
- To ensure that the Guest Relation Officer on duty starts and finish on time.
- To ensure that the discipline regulations are fully respected by the Guest Relation Officer on duty.
- To report quickly any problem to the Assistant Manager.
- To control the lunch / dinner depending upon the activity.
- The Guest Relation Supervisor is directly responsible for the monthly schedule of the Guest Relation section and will ensure on a daily basis that there is enough staff on duty in his/her section.
- The Guest Relation Supervisor will be very involved in the staff movements within his/her section (recruitment, promotion, evaluation and termination) and will give his opinion and comments to the Front Office Manager as often as required.
Others
- Continuous learning through own IDP.
- Any other duties as may be assigned by the superior.
Accountabilities
- Represents Dusits brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
Companys Culture
- Communicate and fully embracing the Companys culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. Proud to belong and to contribute
CONFIDENTIALITY
- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
JOB REQUIREMENT
- Minimum education of Bachelor degree in Hotel Management or relevant degree.
- Minimum of 2 years in Reception or Guest Service experience
- Have good English communication skills both in written and spoken
- Pleasant personality with good communication and interpersonal skills
