Guest Relations Supervisor

JOB ROLE



Provide a warm welcome and personalize service to guests, ensuring guests’ experience will be worth remembering, happy and satisfied from the moment they arrived at the hotel until departure time.



JOB RESPONSIBILITIES

Reports directly to and communicate with the Guest Service Manager about all pertinent matters affecting guest satisfaction
Welcome all guests cordially and professionally; ensuring that Ambassadors, Political figures, VIP guests, and regular guests consistently receive all benefits, recognition, and services
Escorts VIP Guests to their rooms upon arrival, explains the room and hotel facilities and offers them assistance for the length of their stay
Ensures to inspect rooms/suites of all arrivals according to the organization’s standards, especially for all VIPs and inform other operating departments, notably Housekeeping and Food & Beverage, on matters that concern them
Ensure all rooms for individuals, VIPs, and for Groups are blocked, Room keys, Welcome Letters, mini-bar blocking (depends on the LPO), etc. are prepared well in advance
Monitors the registration of all guests, ensuring all relevant details are obtained on the registration card while adhering to the Resort’s credit policy, and such details are recorded in the system
Reviews lists for all arrivals and VIP’s to check room allocations, amenities, and special requests
Handles guest complaints and refers to them as necessary. Follow up on corrective action and courtesy call. Communicate promptly to Guest Service Manager
Attend promptly and courteously to guest queries, and telephone calls related to Front Office Cashiering, such as Paid –outs, Cash Payments, etc., and restrict the conversation to the point
Aware of the rooms/suites configuration and rates, daily functions, promotions, packages, changes of rates, changes in prices strategies, and meal rates

JOB REQUIREMENT



Bachelor’s degree in hospitality.
Front desk job or hospitality background or customer service-related work experience.
Well-versed in the property management systems and Microsoft application