Guest Relations Supervisor

компания "burabay hotel management" the position requires relocation to shchuchinsk, akmola region. housing is provided for relocating candidates. job title: guest relations supervisor department: rooms division / front office inspired and supported by: director of rooms / front office location: rixos borovoe hotel is a luxury resort property of accor family and is surrounded by the pine trees of the borovoe national park and located on shchuchye lake (shchuchinsk, kazakhstan). position purpose: serves as the property representative overseeing and cooperating with all-property operations, ensuring that the highest levels of hospitality and service are provided. represents property management in resolving any guest-related situation. manages the flow of questions and directs guests within the lobby / hotel and handles the tracking of service issues and guest feedback. guest relations supervisor ensures that all hotel guests and visitors are provided with professional and customer-focused service, ensuring their stay will become a memorable experience. key responsibilities & contribution: leading guest relations teams encourage and build mutual trust, respect, and cooperation among team members serve as a role model to demonstrate appropriate behaviors supervise and manage employees. manage all day-to-day operations. understand employee positions well enough to perform duties in employeeschr(39) absence. establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team maintaining guest relations and front desk goals maintain effective communication with all related departments (including housekeeping, food & beverage, royal service, reservations and sales and conference services) to ensure a smooth service delivery maintain high visibility in public areas during peak times ensure service standards are met and exceeded i.e., perfect arrival, perfect departure, anticipation of guest needs, up selling, scheduling, payroll, etc extend personal service and attention to all guests, with particular emphasis to vip guests liaise with the f&b team to ensure proper communication of amenities and guest requests develop the reputation, customer loyalty and market standing of the hotel by providing a high level of customer care, assistance and recognition ensure that the correct arrival, check-in procedures and escorting of all guests to rooms are applied ensure that on the day subsequent to arrival and day prior to departure, all guests identified as vip’s, are contacted by a member of the guest relations team check all vip rooms with treatments prior to arrival times to ensure that the correct treatments and housekeeping standards are correct. provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time. handling guests’ mails, messages, and answering of phone calls. handle guests’ complaints and comments tactfully and efficiently, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others. responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas promote inter-hotel sales and in-house facilities according to departmental standards to maximize revenue ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed required and what makes you extraordinary for this role: minimum 2 years’ experience in similar role (premium and luxury hotels & resorts experience preferred) excellent knowledge of front office procedures and guest feedback tools & systems (e.g., trustyou, medallia) is an asset knowledge of front office systems (micros fidelio/opera) is an asset, and knowledge of microsoft office applications proficiency in russian and english, kazakh language will be an advantage excellent interpersonal and communications skills, a team player & builder with an eye for detail, and commitment to doing everything you can to get it right first time for our guests and colleagues highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties