Guest Experience Supervisor

Found in: Talent ZA C2 - 3 weeks ago

Cape Town, South Africa AC Hotels Full time

POSITION SUMMARY

Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Supervior and handles the tracking of service issues. Supporting Property Operations and Guest Relations Needs Maintains a strong working relationship with all departments to support property operations and goals a Communicates any variations to the established norms to the appropriate department in a timely manner. Sends duty manager report to all departments on a daily basis. Strives to improve service performance. Ensures compliance with all policies, standards and procedures. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Understands and complies with loss prevention policies and procedures. Managing the Guest Experience Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. Empowers employees to provide excellent customer service. Provides immediate assistance to guests as requested. Serves as a leader in displaying outstanding hospitality skills. Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Ensures employees understand customer service expectations and parameters. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Participates in the development and implementation of corrective action plans to improve guest satisfaction. Records guest issues in the guest response tracking system. Respond to all guest reviews across all platforms Identify trends with regards to Guest Feedback and communicate with other departments in order to look for solutions for complaints that filter through. Meet and Greet Marriott Bonvoy Members on arrival. Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel. Providing guest with advice on popular restaurants and entertainments and tours during their visit, as well as facilitating reservation requests. Manage VIP gifting for guests and Marriott Bonvoy Members Making all teams aware of any Birthdays, Special occasions, Honeymoon, Anniversary stays and ensure these guests and Marriott members receive the appropriate amenities specific to your property needs.

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