Guest Experience Supervisor

at  Guest Experience

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GUEST EXPERIENCE SUPERVISOR

Mission: To provide an effective, courteous and friendly service to all guests. Responsible for managing the first impressions of our guests and therefore must occupy the hotel lobby and other public areas, particularly at busy times.

• Assist the Aura Manager in all duties and responsibilities of the Department.
• Anticipate & identify guest and VIPs’ expectations, ensuring that their needs are met and where possible exceeded.
• Ensure that all guests’ requests and queries are answered as soon as possible, being familiar at all time with the complaints procedures and various quality tools.
• Manage and follow up official complaints received through the Head Office and providing an answer within 48 hours, as per standard.
• Maintain full knowledge about the product and all current promotional activities that are being offered as per the Hotel strategy, in order to propose up sells and cross sells whenever it is possible.
• Guide the Guest Service Line team, ensuring that they efficiently comply with the department’s daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations.
• Prepares and checks for VIP’s arrival and assists in VIP’s arrival & departures.
• Train new employees of the Guest Experience Department in all aspects related to the Hotel business and departmental duties.
• Assist the Guest Experience Manager in administration tasks with the new payroll system, Fourth, updating Rota Shift, validating the shifts and liaising with HR during Aura Manager absence.