Guest Service Supervisor

Front Office Operation

• Assist in the management of the hotel Front Office operation to achieve a reputation as a market leader in individualized customer focused service in the hotel locality.

• Assist in the running of and actively participate in daily Front Office meetings respecting the confidentiality of issues which may be discussed formally or informally.

• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.

• Full utilization of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.

• Assist in the management of lobby services including car parking and puttering, ensuring guest arrivals and departures are as efficient as possible.

• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.

• Assist in the operation of an effective night audit function. Accuracy of this daily function being paramount while maintaining customer focus.

• Assist in the preparation of Front Office monthly reports, commenting on key performance indicators.

• Ensure public areas are clean and well presented with regular monitoring.

• Effective liaison with the Reservations office to ensure accuracy in room allocation and maximising of yield.

• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson

• Strive to implement the Accor Vision and demonstrate active use of Accor Values.

Customer Service Responsibilities/Duties

• Ensure that the Department establishes and maintains an ongoing quality service improvement

• Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.

• Attend to major operational problems and needs promptly including customer complaints, enquiries and requests. Practice positive problem solving in all aspects of customer service.

• Answer all correspondence and enquiries received during the working week within 24 hours of receipt; maintain good public relations with customers.

• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

• Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, encourage staff to use initiative.

• Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback.