Guest Relation Supervisor
Job Description
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:<br><ul><li>Be charming by being approachable, having confidence and showing respect.</li><li>Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.</li><li>Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.<br><br></li></ul>Duties and Responsibilities<br><br>FINANCIAL RETURNS<br><ul><li>Contribute to hotel revenues – for example: through up-selling guests to different room categories </li><li>At every possible opportunity promote the hotel’s other businesses such as Food and Beverage and Recreation Club, with recommendations and In The Know details to entice a visit. <br><br></li></ul>PEOPLE<br><ul><li>Maintain effective communication with all related departments to ensure a smooth service delivery </li><li>Ensure that all team members are properly trained in areas such as: hotel facilities and services, local directions and have the tools and equipment needed to effectively carry out their job functions. <br><br></li></ul><strong>Guest Experience</strong><ul><li>Demonstrate service attributes in accordance with industry expectations and company standards including:</li><ul><li>Being attentive to Guests.</li><li>Accurately and promptly fulfilling Guests requests.</li><li>Anticipate Guests needs.</li><li>Maintain a high level of knowledge which affects the Guest experience.</li><li>Demonstrating a ‘service’ attitude.</li><li>Taking appropriate action to resolve guest complaints.</li></ul><li>Assist and supervise the team to achieve targets for IHG Rewards Club enrolments</li><li>Ensure that VIP arrivals are prepared and IHG Rewards Club members are recognized as per the company guidelines and the target is achieved at the end of the month</li><li>Meet and greet VIP guests</li><li>Control that guest courtesy calls are carried out on a daily basis and any follow ups are done accordingly</li><li>Control that pre arrival/pre- arrival calls and post emails are send to IHG Rewards Club members</li><li>Ensure that rooms are blocked to guest preferences and VIP amenities are assigned and delivered to the room on time<br><br></li></ul>RESPONSIBLE BUSINESS<br><ul><li>Train team members on Guest Relations procedures </li><li>Perform other duties as assigned.<br><br></li></ul>ACCOUNTABILITY<br><br>Report to Guest Relations Manager. Typically supervises Guest Relations Agents.<br><br>Accountability is directed by property requirements<br><br><strong>Qualifications And Requirements<br><br></strong>Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including supervisor/shift leader experience in luxury hotel. Must speak fluent English. Other languages preferred.
