Guest Service Supervisor

Oversee and direct the Front Desk operations to ensure brand standards and procedures are followed
Smiles and greet all guests immediately in a gracious and professional manner, handling all guest questions and problems promptly
Register all guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner
Handle and supervise the processing of the guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures
Perform daily "bucket check report" against guest folio ensuring that charges are accurately posted, and support receipts are properly filed/attached
Ensure front desk staff are properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Conduct regular training sessions to ensure all Front Office staff can adequately perform all tasks.
Implement Duty Rosters to ensure front desk sections are sufficiently manned to deliver a consistent level of service as required by the hotel
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered
Be completely knowledgeable of room types, sale types, guest types, VIP codes and room rates. Maintain an excellent knowledge of room layouts and features
Be present at the front desk during guest arrivals and departures. Coordinate with bellmen for the delivery and collection of guests' luggage on their arrival and departure
Up-selling Hotel product with a view to maximizing revenue and average rate
Ensure that all rooms which are due to check-out are checked and the daily housekeeping discrepancy reports are resolved. Review room queue and work with Housekeeping to expedite turnover.
Ensure all paperwork is done properly such as welcome letter, amenities special request, departure notice including guest bill, excursion order along with confirmation, birthday cake order etc.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity. Ensure all members of the staff are completely familiar with all hotel emergency procedures.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Create 100% guest satisfaction by providing the Yes, I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes, I Can! service and teamwork