Guest Relation Supervisor (Female)

Job description

Description

About us
Bringing True Hospitality to the world. We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.
Your day to day
KEY RESPONSIBILITIES Job Summary Under the general direction of the Rooms Division Manager or his / her delegate, and within the limits of established IHG and local Hotel policies and Procedures, assists in managing and directing all aspects of guest relations function to achieve the highest possible guest satisfaction. Essential Duties and Responsibilities • Monitors guest relations’ team to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival of guests through departure.• Supervises the guest relations team to ensure Priority Club members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service.• Inspects all VIP’s rooms prior to their arrival.• Oversees the maintenance of efficient repeat guest history system.• Assists in promoting Inter-Hotel sales and in-house facilities.• Performs such functions as to include:o IA, RA and regular guest welcome letterso Solicitation of IA applications o Attending to special requests by guests.o Development and implementation of guests’ telephone contact systems.• Analyzes and controls guest relations’ costs.• Schedules and attends regular Priority Club and VIP guests’ cocktail parties and social engagements in an effort to further improve on service delivery.• Reviews arrival lists for all arrivals and VIPs and checks room allocations, amenities and special requests.• Prepares requisitions for amenities on a timely basis.• Maintains the entire range of services offered for the Club Floor and Club Lounge guest with the aim to maximize guest satisfaction.• Appraises appearance, discipline and efficiency of all colleagues under direct supervision and initiates immediate remedial action if necessary.• Organizes and conducts regular meetings for all Guest Relations’ team to facilitate communication and smooth operation.• Encourages all Guest Relations colleagues to be fully aware of arrivals: regular, Club Floor, IA, RA and VIP guests and to use guest names at every opportunity. Also announces to all colleagues the up-selling opportunities of the day.• Checks that the Lobby Desk allocations of work are satisfactory and ensures that there is adequate staffing for the shift with strict grooming standards and a smooth operation at all times.• Demonstrates understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.• Performs related duties and other projects as assigned.
What we need from you
REQUIRED QUALIFICATIONS Education: Bachelor's Degree Skills: Microsoft Office ToolsFidelio/OperaMicros Experience: 4 to 6 years Competencies: Customer Service OrientationProblem-Solving/Decision MakingPlanning/OrganizingAdaptability/FlexibilityDeveloping othersDrive for ResultsTeam Orientation
What we offer
We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.