Guest Relation Supervisor

Job description / Role

Employment: Full Time

Company description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

• Ensures that all activities adhere to and support the hotel's quality standards
• To maintain and achieve a high customer satisfaction score for the department
• Conduct staff appraisals annually and quarterly
• Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, teamwork, guest and staff relations, observance of company's rules and regulations, loyalty to management and inter-departmental co-operation
• To supervise the day to day operation of the guest relations department to ensure high standards of service and guest care at all times
• To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the hotel and/or its reputation
• To be constantly proactive in anticipating guest needs and requirements and to demonstrate a high and consistent level of service at all times
• To carry out duties of the guest relations agent if required
• To motivate, lead and ensure the continuous improvement of the team to achieve the company's vision and goals
• To carry out and supervise regular departmental training and cross training of staff members from other hotel departments
• To meet and carry out training records/summary within the department as required by the group
• To maintain and distribute the staff attendance summary sheet
• Reply to guest letters and queries
• Respond to internal and external guest complaints in a professional manner
• To carry out guest relations manager's coverage as and when required
• To ensure and maintain the lobby and guests are being assisted by colleagues
• To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department
• Co-ordination and information with the front office, housekeeping, F&B and especially with the general manager regarding VIPs
• Review guest comments daily and take contact if necessary and possible with the guest for direct action
• To effectively handle all guest complaints concerning the front office in co-ordination with the front office, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, inform general manager if required

• To be punctual on duty and ensure the same of your employees
• Be well groomed to the standards laid down. Insist on the same standard for your employees
• To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment
• To promote helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction
• To give full cooperation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the hotels in response to the business and customer needs
• Ensures oneself is thoroughly familiar with the hotel's emergency procedures and in a state of preparedness for any emergency which may occur
• Maintains a monthly overview of vacation and public holidays of all his/her staff and delivers a monthly consolidated summary to the human resources
• Is familiar with all related company documentation and especially with the relevant operational standards for his/her field of responsibility
• Other duties as assigned

• Assist in task force teams for new openings
• Carry out any other reasonable tasks (which may not be stated here) as required

• University degree in hotel management
• Minimum 3-4 years in a similar role in a five star hotel
• Preferably female

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our corporate social responsibility activities, like Planet 21

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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