Scope of Position
The At Your Service Supervisor is responsible for supervising and training the agents (PBX Operator) who provide a general service outlet for guests, by eliminating the call around process for any guests’ reservations, requirements, complaints or comments, before, during and after a guest stay. He/she will have a complete understanding of AYS and Front Office staff's roles and duties and be able to perform duties at any given time.
Position Requirements
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Minimum 1-2 years of luxury hotel experience required or equivalent.
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Possess outstanding guest services skills, professional presentation, and communication skills.
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Handle a multitude of tasks in an intense, ever-changing environment.
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Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
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Typing skills essential.
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Experience in Excel, Word, Outlook, Opera and GXP is a plus.
- Operate multi-line switchboard efficiently.
Responsibilities
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Supervise, train and coach At Your Service agents.
- Approach all encounters with guests and employees in a professional and personalized manner.
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Knowledge of hotel emergency procedures.
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Possess superior phone etiquette, manners, record keeping and follow-up skills.
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Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards.
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Offer to handle special arrangements during guest stay; coordinate future visits.
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Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay.
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Liaison with key departments to ensure optimal performance.
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Complete projects in a timely manner as required by Front Office Management.
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Develop strong team spirit among co-workers and related departments.
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Maintain confidentiality of all guest information and pertinent hotel data.
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Perform other duties as required by my management.
Education
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High school diploma: 2-year college degree preferred.
Skills and Abilities
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Ability to communicate in the English language. Second language is a plus.
- Strong problem solving and analytical abilities.
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Ability to meet deadlines and work under pressure.
- Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
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Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
Physical Requirements
- On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
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Intermittently twist to reach equipment or supplies surrounding desk.
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Use the telephone and computer keyboard daily.
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Must be physically fit to lift, pull, and push items up to 50 pounds.
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Also requires standing/walking/reaching and bending throughout shift.