Guest Relation Supervisor

Doha (QA)
08 Oct 2016
05 Nov 2016
Job Type
Front Office
Job Level
  • Ensures that the main responsibilities of the different sections of the Guest Service Department (Guest Relations and Uniform Services) are implemented accordingly.
  • Monitors the Guest Services (Uniform service and Guest Relation) quality service and to ensure conformity to company operating standards, procedures and local regulations in order to achieve customer satisfaction and to preserve the Bavaria Executive Suites quality standards.
  • Ensures that all staff in each section are effectively trained as per the company policies and procedures in order to meet and exceed the customers expectation of services.
  • Ensures the Guest Services areas are maintained in excellent condition and cleanliness. Monitors maintenance requests procedures and regularly inspects guest rooms, corridors, lobby, public toilets, etc. to ensure proper maintenance and cleanliness.
  • Applies the standards of appearance and hygiene on all staff.
  • Monitors guest services staff to ensure those known repeated guests and other VIP’s receive special attention and recognition.
  • Handles effectively all guest complaints concerning the guest services department, taking corrective action to prevent recurrence and convert the guest into a repeated customer.
  • Co-ordinate proper actions with other departments, inform Executive Assistant Manager i.c. of rooms. Review all log books related to the department daily and take corrective action when necessary.
  • Develops effective relationships with guests, clients, local community, local authorities and intermediaries in order to create optimal business opportunities and community relations for the hotel.
  • Works closely with the Housekeeping department to turn rooms around with a minimum of lost time and to allocate arriving guests to accommodation.
  • Maintains a close coordination between Guest Services and other departments such as Front Office,  Housekeeping, Food and Beverage, Sales and Engineering.
  • Conducts daily briefings within the department where daily operational information is provided to the staff.
  • Conducts a monthly departmental meeting where the staff could express them selves and give new ideas for the operation.
  • Conducts evaluations and appraisal skills meeting every six months to reevaluate the staff and make development plans for them.
  • Ensures that all tasks of the different sections of the guest services department are implemented by the staff as per the policies and procedures of the hotel.
  • Maintains careful control over costs in the Guest Services department such as overtime, room supplies etc.
  • Analyses and approves room allocation, VIP amenities and up-grades attribution according to the internal policies and procedures.
  • Assists the management in the preparation of the annual budget, forecasts, replacements and investments planning and capital projects.
  • Ensures that operational equipment, computers, other administrative and operating supplies, assets are maintained in excellent condition. 
  • Ensures that the department is effectively staffed and motivated to consistently deliver high levels of guest service.
  • Selects new Guest Services employees who meet position specifications in accordance with the company policies and procedures.
  • Ensures Guest Services policies and procedures manuals, service standards, tasks lists and job descriptions are complete and kept up-to-date at all time.
  • Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures.
  • Knows and applies all Ezdan corporate and local Operational Standards as well as local authorities requests and ensure they are implemented.
  • Assists all subordinates in the accomplishment of their job description.
  • Sets up and maintains ongoing training programs in the Guest Services department in conjunction with the Personnel & Training Manager.
  • Maintains a monthly overview of vacation and public holiday balance of all his staff and delivers a monthly consolidated summary to the Personnel Manager.
  • Assists in the annual development of a 5 years business plan as related to the rooms department taking into consideration both company strategy and local economic and development factors.
  • Knows and uses the company marketing programs and ensure that all staff are fluent in the use of these programs.
  • Knows the operational use and available facilities of the PMS.
  • Ensures that Guest Services employees promote inter-hotel sales and in-house facilities.