Giám Sát Chăm Sóc Khách Hàng/ Guest Relation Supervisor

Essential Duties and Responsibilities – (Key Activities of the role)

• Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

• Monitor guest relations personnel to ensure A-Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

• Inspects all VIP rooms prior to arrival

• Greet VIP guests personally

• Liaise with other departments and necessary outside contracts to ensure excellent service delivery

• Oversee maintenance of efficient repeat guest history system

• Promote Accor-Hotel sales and in-house facilities

• Perform such functions as to include but not be limited to:

o A-Club and regular guest welcome letters

o Solicitation of A-Club applications

o Attending to special requests by guests

• Develop and implement guest telephone contact systems

• Handle guest complaints and refer them as necessary, follows up on corrective action

• Compile, analyze and control guest relations’ costs

• Schedule and attend regular A-Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

• Prepare requisitions for amenities on a timely basis

• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary

• Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations

• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

• Fully conversant with all hotel emergency procedures

• Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats

• Assists department manager to ensure departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.

• Works with Superior and Human Resources on manpower planning and management needs

• Works with Superior and Director of Finance in the preparation and management of the Department’s budget.

• Perform any other task assigned base on the hotel needs or requirements.

• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
• 2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing skills
• Good Interpersonal Skills
• Proficient in the use of Microsoft Office and Opera
• Problem solving and organizational abilities