Guest Service Supervisor
10~15K CNY/Per month
Full-time
1～3 years
Refresh at 2 years ago
36 Views
8 Apply
Shanghai
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Job responsibilities
Key Responsibilities
Team Management and Leadership
Recruit, select, train and develop guest services team members to ensure that the team is equipped with efficient and professional service capabilities.
Formulate and execute the work plan of the guest service team, supervise the team's work progress to ensure service quality and efficiency.
Motivate team members, improve motivation and team cohesion, and create a positive working atmosphere.
Guest relations maintenance
Receive and handle guest complaints and suggestions, solve problems in a timely manner to ensure guest satisfaction.
Communicate with guests on a regular basis to understand their needs and provide personalized service to enhance their experience.
Establish and maintain guest profiles, analyze guest preferences, and provide basis for service improvement and customer loyalty.
Cross-departmental coordination and communication
Maintain close communication with other departments in the hotel or related venues (e.g. Front Desk, Rooms, Food & Beverage, etc.) to ensure timely response to guest needs.
Coordinate and solve cross-departmental service problems, optimize service processes and improve overall service quality.
Service Quality Monitoring and Improvement
Regularly check the performance of the guest service team, assess service quality and make suggestions for improvement.
Collect guests' feedback, analyze service shortcomings, formulate and implement improvement measures, and continuously improve service level.
Business Support and Reporting
Participate in the development of guest service strategies and objectives, and provide decision-making support to the management.
Regularly report to supervisors on the progress, achievements and problems of the guest service team, and make suggestions for improvement.
Job Requirements
1. Able to perform all functions of the front office department.
2. Understand all work instructions and standard operating procedures related to the functions of the front office department. Ensure compliance with all policies and procedures, but allow for flexible judgment based on the situation.
3. Establish and maintain effective employee relationships.
4. Regularly check the cleanliness and order of the lobby and public areas.
5. Check the room card report to ensure that the room card keys issued on the day are only used for new stays or relocations.
6. Ensure that all report work documents, user reports, proof bills, and night audit checklists are submitted to the accounting department on the nest day.
7. Carry out assigned responsibilities and special projects.
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