Guest Service Supervisor (Soul Boutique Hotel Phú Quốc)

• Coordinate with the Reservations, Chief Concierge, Housekeeping Supervisors where necessary.

• Answer all guest questions regarding hotel facilities and points of interest and maximize revenue where possible, through upselling of the hotel facilities and outlets.

• Conduct their duties in a courteous, safe, and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

• Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.

• Ensures that the front desk and public areas are kept neat, tidy and clean at all times.

• Reach out all the in-house guests, especially VIPs guests

• Support GSA to respond the guest’s calls if they are busy and assist guest’s requirements.

• Conduct on the job training in accordance with the departmental procedures and maintains a record of progress for each staff member.

• Report and manage incidents, accidents, loss and/or damage to person and property within the premises.

• Vacant rooms are checked out and settled and occupied rooms are verified and extended, whenever required.

• Maintain and ensure the proper functioning of the Briefing sheet and see that all GSA’s duties are fairly delegated on a rotation system.

• Ensure that messages, packages, and mail are relayed and given to the guest when they approach the Front Desk.

• Hold briefing sessions with staff before each shift to cover day events.

• Evaluate staff performances and analyze training and developmental needs.

• Prepare working schedules and annual leave schedules within budget, business expectations and guidelines of the labor code.

• Be responsible in taking care and monitoring group bookings.

• All expected departures for the day are reviewed and acted upon

• Supervise all cashiering activities during the shift including cash handling and banking procedure, dealing with irregular payments as well as instructing staff in credit or cash policies and facilities.

• May assist with complaints and ensure to report all the issues, especially the serious one for Duty/FOM to handle it.