Guest Service Supervisor

- To greet all guests in a courteous and helpful manner with the standard greeting and to provide a unique personalized service by attempting to learn and use the guest name at every opportunity.
- Upon check-in ensure that the VIP and Corporate Account guest fill in the registration card completely and legibly and that the room type and rate specified is in the right order.
- To keep the guest details updated for Guest History Purpose.
- Be familiar with Melia Worldwide especially Asia Pacific and be prepared to handle the reservation for other Melia hotels.
- To physically check all today's checked in input that all are updated and complete especially rates.
- To handle request of ticket reconfirmation if Guest Experience Officer is not available.
- Be thoroughly knowledgeable of all hotel facilities and Food and Beverage outlets and their time of operation. Attempting to sell the advantages to the guest.
- Following the required Telephone Courtesy.
- To keep the Level's front desk area clean and tidy and references are always ready at all time.
- To be well groomed at all time.
- To be alert of any suspicious or unusual situation and immediately inform Security Office and Duty Manager/ Level Manager.
- To attend to any guest complaint or misunderstanding and to resolve the situation as soon as possible or get Level Manager if in doubt. Log it in your logbook for further follow up.
- To report to relevant department for any damage / out of order.
- To respect all hotel property and to minimize wastage.
- To obtain as many as possible guest questionnaire and to diplomatically inform the guest how important it is for Melia Standard of Service.
- To maintain good working relationship within Front Office Department and with other departments.
- Be familiar with the "Knowing Your Product" booklet, Fire & Emergency Manual, Employee handbook, Melia Loyalty Programs and frequent Flyer Programs.
- Be familiar with Standard Service Procedure.
- All guest comment to be updated in their profile for Guest History purpose.
- Check-in and check-out are handled properly without any delay.
- Front Desk operating supplies and stationaries are in good order and stocks are maintained in a reasonable level.
- To implement the new Standard Service Procedure and Department Policy & Procedures obtained by Management.