Guest Service Supervisor

Mô tả công việc

Địa điểm làm việc: Thành Phố Phan Thiết, Bình Thuận

Mô tả công việc

Smiles and greet all guests immediately in a gracious and professional manner, handling all guest questions and problems promptly

Register all guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner

Handle and supervise the processing of the guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures

Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted, and support receipts are properly filed/attached

Ensure front desk staff are properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Conduct regular training sessions to ensure all Front Office staff can adequately perform all tasks.

Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff

Ensure guest special requests are fulfilled and proper delivery of guest services is delivered

Be completely knowledgeable of room types, sale types, guest types, VIP codes and room rates. Maintain an excellent knowledge of room layouts and features

Be present at the front desk during guest arrivals and departures. Coordinate with bellmen for the delivery and collection of guests’ luggage on their arrival and departure

Up-selling Hotel product with a view to maximizing revenue and average rate

Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved. Review room queue and work with Housekeeping to expedite turnover.

Ensure all paperwork is done properly such as welcome letter, amenities special request, departure notice including guest bill, excursion order along with confirmation, birthday cake order etc.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity. Ensure all members of the staff are completely familiar with all hotel emergency procedures.

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

Yêu cầu

A minimum of 1 years of Front Office experience in international hotel brand

A degree or diploma in Hotel Management or equivalent

Fluent in English language. Additional language is an asset

Good communication skills and customer service skills are required

Knowledge of Opera system

Flexibility to work all shifts including early mornings, evenings, nights and weekends any day of the week

Well-presented.

Quyền lợi

• 100 % service charge during probation
• High insurance contribution ratio
• Staff house for non local employees
• Upselling incentives