Guest Relations Supervisor - Abu Dhabi, United Arab Emirates - Hilton

Description

As Guest Relations Supervisor, to offer our guests a friendly and efficient service at all times, taking account of the established service standard and Management guidelines. Supervise and train all Guest Relations Executive in offering an optimal service to all guests, taking account of the established standards. Supports the reception when appropriate. A Guest Relations Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Perform other duties and responsibilities as assigned by the Guest Relations Manager or Assistant Front Office Manager.
• Represent the Guest Relations Manager in his/her absence.
• Know the standards and put them into practice in his daily work, thus actively pursuing the hotel's objectives.
• Supervise the order and cleanliness of the department and lobby. Ensure appropriate appearance of all team members. Carry out regular checks in the reception and foyer area in respect of the cleanliness, modernity and good condition of the equipment and installations.
• Draw up the holiday list by agreement with the Guest Relations Manager.
• Participate regularly in training courses and put the skills learned there into practice.
• Check that standards are maintained by targeted training
• Recognize training requirements assist in developing training plans and training courses for employees.
• Take regular part in meetings and shift handovers.
• Ensure a good, performance oriented working environment within the department and motivate his team.
• Take handover from the previous shift and pass on to the next shift all the relevant information from the previous shift, including the volume of business, special guests, tasks to be clarified and to be completed and special events.
• Is familiar with all the updates on Hotel and Local attractions.
• Receive guests' complaints, ensure that the guests are satisfied immediately, and inform the Guest Relations Manager.
• Know all the functions of the computer system and eliminate minor errors in the software itself.
• Daily checks on the arrivals and VIP lists for room allocation, VIP treatments and special requirements.
• Knowledge of the Hilton Honors Program.
• Maintain regular contact with frequent guests and all important guests of the Hotel.
• Support the Guest Relations Manager in carrying out all administrative work.
• A further duty is maintaining an appropriate standard of tidiness in the work place and of dress.
• Is aware of the joint responsibility for safety in our Hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment.
• Behave at all times in such a way as to avoid accidents.
• Is able to raise the internal alarms correctly.
• Know how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats).
• Assist with other departments, as necessary

Guest Relations Supervisor serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• An ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or in a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency