Front Desk Supervisor

3 days ago

Fatih, Istanbul, Turkey Hyde Johannesburg Rosebank Full time

Job Overview:

The Guest Relations Supervisor plays a vital role in delivering exceptional guest experiences and ensuring that all guests have a memorable stay at our resort. As a key member of our team, you will be responsible for providing personalized service, resolving guest complaints, and exceeding guest expectations.

Key Responsibilities:

  1. Guest Service and Feedback: Monitor guest feedback and implement improvements to enhance guest satisfaction. Provide exceptional guest service and address guest complaints or issues efficiently.
  2. Personalized Service: Ensure that all guests receive a warm welcome and enjoy their stay with the finest personal service.
  3. Confidentiality and Guest Privacy: Respect the privacy of guests and maintain confidentiality of guest information.
  4. Follow-up Actions: Take follow-up actions to exceed guest expectations and build loyalty.
  5. Requests and Complaints: Handle all requests and complaints in a professional and courteous manner.
  6. Coordination and Communication: Coordinate with reservation for future important arrivals and notify the Guest Relations Manager.
  7. House Rules and Regulations: Enforce the observance of house rules and regulations.
  8. Guest Relation Issues: Coordinate and guide the Guest Relation issues and cooperate with Guest Service Agent.
  9. Guest Activities: Coordinate guest activities such as happy hours or meetings with VIP guests.
  10. Collaboration and Teamwork: Work closely with other departments to ensure seamless guest experiences.
  11. Record Keeping: Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
  12. Service Standards: Ensure all guest service activities meet the resort's policies, brand standards, and luxury service expectations.
  13. Procedures and Safety: Familiarize yourself with the fire and safety procedures of the hotel.
  14. Additional Duties: Perform other duties assigned by Guest Relations Manager.

Requirements:

  • Bachelor's degree in Hospitality Management or a related field preferred.
  • Minimum 3 years in guest relations supervisor role in a luxury hotel/resort.
  • Excellent communication and organization skills.
  • Excellent reading, writing, and oral proficiency in English Language.
  • Strong interpersonal and problem-solving abilities.
  • Ability to work within a team.
  • Ability to focus attention on guest needs, remaining calm and courteous at all times.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunity to work in a luxury hospitality environment with an international brand.
  • Professional growth and development opportunities within the All-Inclusive Collection.
  • A dynamic and supportive work environment, where innovation and service excellence are prioritized.

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