Guest relation supervisor
Moevenpick
Total years of experience :1 years, 2 Months
• Appraise team’s performance and produce reports( room inspection, beach round, replenishment Sheet doctor report and satisfied guests report)
• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
• Ensure and provide flawless, upscale, professional and high class guest service experiences
• Oversee and coordinate all arrivals and departures of special guests
• Examine activities logbook, assign tasks appropriately and implement control schedule daily
• Welcome and escort VIP guests and special guests from driveway to assigned rooms.
• Coordinate with Florist for flower decorations in lobby and rooms.
• Make and change room assignments according to guest requirements.
• Handle birthday
• Handle welcome letters to the guest
• Handle correspondence
• Conduct hotel orientations
• Assist Arriving & departing Guest at the hotel reception whenever is possible
• Extend assistance to the reception team & concierge team at the rush time.
• Fill in fact sheets from travel agency
• Extend Courtesy Calls to sick & ill guest to check their status and to offer assistance.
• Promote all amenities, conveniences and programs offered.
• Check the Guest Relation Valet on duty
• Handle holiday check, trip advisor, top hotels sites
• Actively listen and resolve guests’ complaints
• Respond to guests needs and anticipate their unstated ones
• Expect and react promptly to guests’ requirements and inquires
• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
• VIPs amenities and category
• Cherish program
• Regular guest file