Guest Relations Supervisor

As a Guest Relations Supervisor, your primary responsibility is to oversee and manage the Guest Relations team in providing exceptional customer service and ensuring a positive guest experience in a hospitality setting, such as a hotel, resort, or upscale establishment. You will be responsible for supervising and coordinating the activities of the team, ensuring guest satisfaction, and resolving any guest-related issues.

Key Responsibilities:

1. Team Supervision:
   • Lead, train, and supervise the Guest Relations team, ensuring they are well-informed and capable of delivering excellent customer service.
2. Guest Interaction:
   • Greet and assist guests upon arrival, addressing their inquiries, and providing information about the property and its services.
3. Reservations and Check-In:
   • Manage reservations, check-in procedures, and room assignments to optimize guest satisfaction and hotel occupancy.
4. Guest Services:
   • Coordinate special requests, such as room preferences, special occasions, or additional services, ensuring they are met promptly and efficiently.
5. Problem Resolution:
   • Handle and resolve guest complaints or concerns promptly and professionally, aiming for guest satisfaction and loyalty.
6. Communication:
   • Maintain clear and effective communication with other hotel departments, ensuring a seamless guest experience.
7. Feedback:
   • Collect and document guest feedback and suggestions, and use this information to improve the quality of service provided.
8. Administrative Tasks:
   • Handle administrative duties related to guest relations, including record-keeping, billing, and other necessary paperwork.
9. Training and Development:
   • Provide ongoing training and development opportunities for the Guest Relations team to enhance their skills and knowledge.
10. Security and Safety:
    • Ensure the safety and security of guests by adhering to safety protocols and procedures.

Qualifications:

• Bachelor’s degree in Hospitality Management or a related field is preferred.
• Proven experience in a similar role with supervisory responsibilities.
• Excellent customer service and interpersonal skills.
• Strong communication and problem-solving abilities.
• Attention to detail and organizational skills.
• Ability to work in a fast-paced and high-pressure environment.
• Familiarity with hotel reservation systems and front office procedures.
• Proficiency in relevant computer software.
• Exceptional professionalism and a welcoming demeanor.