Guest Engagement Supervisor

Functional Accountabilities

• Ensure Guest Engagement team reviews and updates arrivals lists for the following day, and all departments are informed via daily ‘VIP’ lists

• Ensure that pre-arrival calls are conducted by the Guest Engagement team and to contact personally highlighted VIPs prior to their arrivals

• Ensure that all VIP arrival units for the day are checked by him/herself and the team, ensuring timely readiness, presence of preferences and condition of room

• Along with Assistant Producer on Location Services, Transportation Manager and Duty Manager of the day, to ensure full preparation and effective running of the operation and VIP check in process

• Perform any related duties and special projects as requested

• Ensure permanent lobby presence of Guest Engagement team

• Ensure, that each guest is escorted by doorman to the reception desk and introduced properly

• E nsure that curbside guests and Top suite guests are offered in room check in or in the VIP lounge

• Build and maintain a welcoming and close relationship with Hotel clientele

• Ensure all guests are contacted for courtesy on daily basis and to contact personally, VIP, special attention, and complaint guest

• To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotel facilities and services

• Ensure that Guest Engagement team updates and maintains guest profiles and accurate guest history records, including the recording of guest information received from other hotels or departments

• Spot-check the delivery of amenities of in-house long-staying guests

• Follow up with the operational departments of hotels of guest complaint resolution

• Ensure that no guest leaves dissatisfied, by maximizing closure of guest complaint

Qualifications and experience

Experience and Technical Knowledge

• Minimum of 3 years luxury hotel experience in Front Office or Guest Relations

Qualifications

• Degree qualification from a recognized hotel or business school.
• Proficiency in spoken and written business English
• Minimum of 1 year supervisory experience
• Knowledgeable with Opera PMS