Guest Services Team Leader at One&Only Resorts

Job Summary

• The Guest Services Supervisor is one of the main supports of the Front Office Team, Host Team & Connectivity Center Team within the guest’s stay. It plays a major role in the anticipation of guest profile and amenity planning for their stay. This position’s main responsibilities as Back of the House include researching, capturing, and communicating guest profile, preferences and allergies, celebrations, etc. and use it to support the Host Team & Connectivity Center Team in providing a personalized and tailored experience to our guests. The GES Supervisor is responsible for creating and organizing guest amenities and everlasting memories in coordination with the resort.
• Additionally, the GS Supervisor will assist the GS Manager and Host Team Leadership in regards of all departmental, administrative, and guest needs.

Key Duties and Responsibilities

Development

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Contribute to creating a positive work environment
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Attend meetings when his/her presence is required, assisting in every way possible (Arrivals, Pre-Conventions, Departmental, etc.)
• Attends monthly departmental meetings and departmental trainings
• Reflects the effective interdepartmental communication across the resort; acts with integrity and leads by example
• Constantly looking for more ideas and ensure creativity to the guest experiences (amenities, special celebration, and guest’s important moments)
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage

Operations

• Manage and control efficiently all guest requests and redirect them to the proper departments and colleagues
• Maintain excellent communication between the Connectivity Center and the rest of the departments to ensure the regular update of the information
• Answer all guest requests and questions in a friendly and caring manner; provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle
• Perform an exhaustive search of each upcoming guest
• Keep record of guests’ profiles, including any guest information, preferences, and allergies in SAGA daily
• Updates in SAGA affiliations or any other important information on guest profiles after arrivals (Reservations department is in charge before guest arrival)
• Ensures all possible existing profiles are merge daily through OPERA and SAGA
• Elaborates VIP Guests Report and distribute it via e-mail to Leaders daily
• Capture all amenities in ALICE or SAGA
• Answer every email within our 24 hours standard time, prioritizing urgent emails and/or calls
• Support and engage with guests during all special events and Holiday Programs
• Maintains privacy of our guests and staff members
• Complete administration tasks on time
• Comply with the functions related or non-related to the position based on the operations needs and instructions from management
• Have a complete knowledge of the groups in house, pre and post arrival of groups, functions, and events within the resort or elsewhere, to keep the guests informed
• Show flexibility within your position and be able to fulfill any other tasks you are asked to perform
• Know how to use ALICE systems, GMH, OPERA, Open Table/Sevenrooms, and SAGA perfectly to ensure a smooth operation and effective communication
• Have a full knowledge of room categories, rates, locations, activities, amenities on property and their respective schedules
• Provide support to Host and Front Office Team when needed
• Support the arrival/departure experience as needed
• Support the Reception when necessary
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Modify and communicate the most up-to-date extensions, direct numbers, and fax numbers
• PPE (Personal Protective Equipment) provided by the Resort must always be used
• Hygiene & Safety measures dictated by both Local Government and the Resort shall be followed
• Strictly adhere to the Lost & Found Policies and Procedures established by the Resort
• Use the radios as per the standard of communication established by the Resort
• Performs all assigned duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Comply with the functions related or non-related to the position based in the operations needs and direct commands from leaders
• Adheres to all current and any additional organizational policies and standards
• Adhere to the tasks delegated by Manager(s)

Quality

• Ensure the guest satisfaction with the service of each department, creating amenity programs for top guests and as required by Executive Offices
• Identify and recognize VIP, repeat, and special celebrations guests (wedding anniversary, birthday, honeymoon) assuring personalized service
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction
• Act as a center of coordination for the Guests as well as the hosts & housekeeping departments to complete any guest’s request and inform any urgent information and last-minute announcements
• Report any guest’s issue to the appropriate department or colleagues through ALICE to provide a prompt and satisfactory response
• Coordinate amenities for guests who are celebrating a special occasion
• Monitor social media to obtain guests preferences and organize special details for them (photo frame, etc.).
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people what is going on in the area etc.
• Monitor Customer Satisfaction through our platform ReviewPro
• Improve guest satisfaction
• Consistently improve or quality of service
• Effective in complaint handling and problem resolution
   

Skills, Experience, & Educational Requirements

• Education: High School completed – University Degree optional
• Education Level: Bachelor in Hotel Management or Technical or General Administration
• Experience in the tourism sector at least 2 years. Preferably have knowledge Concierge, Front Desk
• Excellent verbal and written communication
• Detailed and Service oriented
• Intermediate/Advanced computer skills
• Knowledge of Opera PMS
• ALICE platform knowledge is desired, but not required
• General knowledge of MS Office (Word, Excel, Power Point, Outlook, Publisher, and Internet)
• Knowledge management databases
• Abid multitasker and capable of working under pressure
• Outstanding communication and interpersonal skills
• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Team player oriented
• Reliable and result driven
• Ability to spend long hours standing up