Guest Relation Supervisor | Giám Sát Chăm Sóc Kh

- Responsible for welcoming and farewell guests, handling their complaint and queries, making their stay as comfortable and enjoyable as possible. VIP room / villa inspection to go beyond guest 'expectation.
- Manage the activities of guest relations and front office shift ensuring that guests receive prompt, professional attention and personal recognition.
› Manage daily operation of Guest Relations team.
› Examine daily duties, assign tasks and check on progress.
› Provide upscale guest relation experiences for guests throughout their stay.
› Courtesy and politeness are to be observed at all times and freely communicate with guests
› Assist in facilitating smooth and pleasant check-out by conducting billing check one day prior of VIP departure
› Preparing and checking all VIP folder including registration card, key card and welcome kit
› To ensure to review all VIP bookings and arrange all requirements from the guests
› Keep a visible and active presence in the lobby and the resort premises by communicating with guests for their feedback and offer assistance if necessary.
› Familiar with the hotel's policies and procedures, product, service, rates, special events, city and local information and promotes such whenever possible
› Aware and familiar with measures and procedures to follow during emergency situations
› Co-ordinate with Housekeeping department and the reception to ensure that rooms assigned to VIP guests are in order.
› Be totally familiar with room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)
› Communicate with guests and staff and follow up to be resolved issues properly.
› Handles guest's complaint or requests to ensure immediate follow up
› Analyze guest's feedback from online reviews and suggest ways to improve rating.
› Works with Front Office Manager on manpower planning and management needs