Guest Relations Supervisor
Guest Relations Supervisor
Posted on :
18-06-2025
Employer Active
1 Vacancy
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Job Description
Under the general guidance of the Guest Experience & Loyalty Manager or any other authorized by the management serve as the main point of contact for all guest requests and needs. The Guest Relations employee must exhibit a professional can do attitude while recognizing that customer satisfaction is of paramount importance.
How your day looks like
- Have knowledge of Hotel hotel staff and hotel services including the hours of operation for all departments involved in and in the surrounding areas: has a thorough knowledge of guestrooms including: location views amenities features types etc.
- Able to give accurate directions and information regarding the immediate downtown and surrounding areas. Maintain and be familiar with a directory of information that contains but is not limited to hotel and local information.
- Handle all guest comments questions complaints requests and inquiries promptly and courteously taking the necessary action steps and ensuring thorough follow through.
- Receive all internal and external calls in accordance of company standards.
- Telephone guests in accordance with their wake-up call requests to prescribe standards and to inform security of the guest does not answer their call.
- Manage and allocate guest requests.
- Enter guest requests into guest tracking system and maintain guest profiles.
- Input and keep updated guest messages within Property Management System.
- Ensure that guest names are used wherever possible.
- Correctly take and place room service orders ensuring that the order is repeated back to the guest as per the procedure.
- Undertake and complete any special projects related tasks or reasonable requests when required by Management.
- Familiarize yourself with the guests needs and requirements in order to ensure an efficient and friendly service.
- Record all equipment faults in the logbook and report to supervisor.
- Ensure that all incoming faxes/emails are marked with the guests name and room number and are delivered to the room promptly.
- Maintain and check telephone equipment daily and report any necessary faults.
How do I deliver this
- Tell it like it is- Authentic honest you mean it sincere true.
- Have fun and make friends - fun energetic whimsical upbeat wink casual.
- Ive got your back- Accountable responsible makes up for own promises knows how to take ownership follows - thru dependable.
- Play to win - Original cutting edge new outside the box; open to new possibilities different.
- Right here right now - Attentive detail-oriented always focused always in the moment precise owns the guest.
Qualifications :
Work Environment:
- High visibility and engagement in guest-facing areas.
- Flexibility to work evenings weekends and holidays as required by the operation.
Skills and Attributes
- Exceptional interpersonal and communication skills.
- Proactive and resourceful with a strong ability to resolve challenges effectively.
- Detail-oriented with a passion for delivering unique guest experiences.
- Strong leadership capabilities with the ability to inspire and motivate a team.
- Flexible and adaptable with a forward-thinking and innovative mindset.
- Strong written and verbal communications in English; additional languages are a plus.
Education and Experience
- Bachelors degree in Hospitality Management Business Administration or a related field preferred.
- Minimum of 3 years in a guest-facing role within luxury hospitality with supervisory experience.
- Familiarity with multicultural environments and experience serving high-profile clients.
Additional Information :
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
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