Guest Relations Supervisor

Job Description

Team Supervision and Leadership: Supervise and motivate the guest relations team to provide exceptional service. Assist in training and onboarding new team members. Create and maintain team schedules and ensure adequate coverage. Conduct regular team meetings and provide feedback on performance. Ensure the team are following all company policies and procedures. Guest Interaction and Service: Assist in greeting and welcoming guests upon arrival. Provide personalized service and address guest inquiries and requests. Handle guest complaints and resolve issues efficiently and effectively. Ensure VIP guests receive personalized attention and service. Maintain a professional and courteous demeanor at all times. Guest Experience Management: Assist in coordinating special requests and arrangements for guests. Monitor guest feedback and implement improvements to enhance guest satisfaction. Ensure guest preferences and special requests are communicated to relevant departments. Help to implement guest loyalty programs. Communication and Coordination: Liaise with other departments (e.g., front desk, housekeeping, food and beverage) to ensure seamless guest service. Communicate guest feedback and preferences to relevant departments. Maintain accurate records of guest interactions and requests. Assist the Guest Relations Manager with daily reports. Problem Resolution: Assist in resolving complex guest issues and complaints. Escalate issues to the Guest Relations Manager as needed. Ensure that all guest issues are resolved in a timely manner.