guest experience supervisor/ Giám sát Chăm sóc Khách hàng

Essential Duties and Responsibilities - (Key Activities)
• Reports directly to and communicates with the Assistant Guest Experience Manager on all pertinent matters affecting guest service and Hotel operations.
• Responsible for coordinating the guest experience team based on guest requests and business demand.
• Responsible for motivating and mentoring the Guest Experience team
• Prepares suites for arrival by creating the atmosphere and setting the appropriate amenities.
• Responsible for excellent menu knowledge of all food & beverage outlets.
• Maintains guest preference profiles and tracks guests likes/dislikes.
• "Punches" all executive floor suites to ensure everything is in working order. Informs Property Operations when applicable.
• Keeps guest experience team well mannered and groomed as per company standard at all time.
• Maintains exemplary departmental standards of behavior and appearance and attitude at all times.
• Is thoroughly aware of arrivals and departures of each day with emphasis on VIPs and groups.
• Is responsible for training the guest experience team in the day to day tasks.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the Hotel.
• Responds to guest needs and resolves related problems.
• Ensures VIP guests receive special attention.
• Ensures front of house and back of house regularly for cleanliness.
• Ensure that the conditions of all the executive floor suites are consistently well maintained and equipped according to the company's standard.
• Ensure that the condition of the executive lounge pantry is well maintained and equipped.
• To provide 24/7 personalized service at the highest level befitting the five star standard
• To attend to all the wants and needs of the executive floor VIPs, and lead the guest experience team on the further action.
• Consistently seek new and innovative service initiatives to "wow" the executive floor VIPs.
• Ensures that all executive lounge equipment are accounted for and are always in good condition.
• Is fully conversant with all Hotel emergency procedures.
• Applies sales techniques to maximize revenue.
• Is fully aware of the credit policy of the Hotel.
• Performs related duties and special projects assigned.
• Does everything possible to ensure that the guests depart the Hotel with a positive impression of the Hotel services.
• Assumes other duties assigned by Management as required