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Guest Service Supervisor

Guest Service Supervisor

AnantaraDubai, Dubai, United Arab Emirates
5 منذ أيام
الوصف الوظيفي

Job Description

Please note that this is not an exhaustive list of everything that needs to be done.  Employees at Anantara Dubai Palm Jumeirah Resort & Spa always find new ways to look after the business, their guests, and their associates. Within this, the key responsibilities for this position are :

  • Is responsible for Guest Service function of the resort.
  • Provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction.
  • Facilitate an efficient arrival and departure formality for all guests.
  • Assist guest in resort activity enquiries / requests.
  • Ensure that established levels of guest service are maintained at all times within the reception area.
  • Actively elicit guest feedback and preferences, regarding resort services and ensure action is initiated on the same to maximize guest satisfaction.
  • Ensure guest errands are executed as directed.
  • Prepare all information collaterals for guests and related departments as per the policy and standards.
  • Ensure guests are personally welcomed and greeted by name and escorted to their rooms on arrival.
  • Provide information on resort services and facilities, as well as local attractions and general enquires as requested.
  • Ensure a member of management is in attendance of all arrivals and departures.
  • Ensure sufficient stocking of welcome beverage, refresh towels and special departure expressions are maintained.
  • Coordinate transportation for guests in collaboration with the Concierge, Bell Captain and Bell Men including buggy and car transfers.
  • Provide complete assistance to guests on arrival and departure (check in and check out).
  • Prepare accurate room folios / bills and ensures settlement of the same.
  • Responsible for all check outs being done efficiently and accurately.
  • Handle difficult situations effectively following resort policies and procedures.
  • Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resort’s Policies & Procedures to achieve the overall objectives of this position.
  • Ensure proper record keeping and documentation, as per statutory and organizational requirements.
  • Closely liaise with Guest Services Centre in ensuring all follow ups are done in a timely manner.
  • Ensure correct documentation of all transactions at Front Office during shifts.
  • Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager / Duty Manager.
  • Keep superior promptly and fully informed of all problems or unusual matters of significance.
  • Ensure safety and security of guests’ belongings.
  • Adhere to all organizational policies and standards.
  • Actively participate in selling excursions and coordinating recreation, spa and Food & Beverage.
  • Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure.
  • Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
  • Lead the Guest Service team by example.
  • Train, mentor and coach the Guest Service team.
  • Ensure that all fellow associates follow Safety rules and operating procedures.
  • Is aware of all house rules and assists in enforcing them on associates.
  • Always conduct himself / herself in such a manner so as to encourage all fellow team members to do likewise.
  • Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
  • Project at all times, a favorable image of the company, resort and department.

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Qualifications

  • A strong focus on customer service.
  • Prior experience in hotel front office operations is preferred.
  • Excellent communication skills, fluency in English is required.
  • Be able to work shifts, weekends and public holidays.
  • Computer skills in Ms Office.
  • Being an Arabic speaker will be an advantage.
  • إنشاء تنبيه وظيفي لهذا البحث

    Supervisor Guest Service • Dubai, Dubai, United Arab Emirates