Position GUEST EXPERIENCE SUPERVISOR

Responsibilities

- Key Duties:

• Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees.

• Assist in showing all guests to their rooms in accordance with their requests and the Four Seasons standards.

• Handle guest problems or complaints by understanding the problems with all aspects, following up the results and making sure to solve the problems with 100% guest satisfaction.

• Be attentive to guests needs and find pride and purpose in providing exceptional service and product; to anticipate guests personal preferences and the ability to exceed expectations. • Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Front Desk and Concierge and Lobby coverage.

• Accommodate all guest requests expediently and courteously follow up with designated hotel personnel to ensure completion of request.

• Be proactive in offering to work additional shifts or hours considering organizational demands.

• Be proactive in seeking to acquire knowledge to improve overall job effectiveness.

• Be a role model for group work; go out of your way to help others without being asked.

• Follow up with your team and provide a full support whenever necessary and ensure their responsibilities are fulfilled to the best of their capabilities. Report any challenges to the Guest Experience Manager or the Manager on Duty.

• Act as the main driver for the overall Guest Experience; constantly looking for ways to improve the Guest experience, drive exceptional moments and personalisation.

• Act as the main point of contact for Elite, HRG & VIP guests as highlighted by the Guest Experience Manager, FOM or DOR.

- Operational: Maintain complete knowledge of:

• All Hotel restaurant food concepts, menu price range, dress code and ambiance.

• All Hotel room and suite types, numbers/names, layout appointments, amenities and locations.

• Knowledge of daily VIP In house and expected arrivals/departures. • Local events, attractions, holiday schedules.

• Greet, welcome and anticipate every guest needs.

• Ensure proper communication between the Guest Experience Team, reception, concierge, bell services, housekeeping and engineering.

• Review all VIP guest arrivals 3 days in advance and ensure that the Rooms/Suites are assigned according to preferences and any special requests.

Ensure to provide pre-arrival communication to all VIPs and coordinate their requests with other departments.

• Crosscheck allocations, amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times.

• Ensure that VIP rooms are walked prior to arrival to check the HK setup, Amenity setup & any special touches extended.

• Personally welcome all VIP guests & follow up with them throughout their stay. • In the absence of the Guest Experience Manager attending morning meeting to brief the Hotel on the VIP’s.

• Be the life and soul of the lobby/public areas, creating a positive environment and maintaining and engaging, approachable, helpful and friendly demeanour to colleagues and guests alike.

• Assisting the Front Office Operation during busy periods • Effectively handle, resolve and refer if necessary, any guest problems or complaints and ensuring the correct documentation of such information.

- Other Duties:

• Is fully aware of his/ her work schedule and ensures adequate notice is given with circumstances when he/ she is prevented from adhering to the schedule. • Reports any incidents, complaints, suspicious persons or safety hazards immediately.

• To report for duty punctually wearing the correct uniform / attire, name badge, maintain a high standard of personal appearance and hygiene, and adhere to the hotel and department grooming standards.

• To provide a friendly, courteous, and professional service at all times.

• To maintain good working relationships with all colleagues and other departments.

• To ensure you read and understand the hotel’s employee handbook and adhere to the hotel’s rules and regulations, and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.

• To comply with the local legislation as required.

• To respond to any changes in the department as dictated by the needs of the industry, company or hotel.

• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/ areas if required, to meet business demands and guest service needs.

• To attend training and meetings as and when required. • To assist in maximising productivity for the Department.

• Assisting with shifts rotation on a weekly basis. • Conducting employees on the job coaching.

Skills:

• Excellent interpersonal and communication skills, both in person and by telephone.

• Knowledge of Opera is preferred.

• Ability to learn multiple computer software and accurately input information into the systems.

• Ability to work cohesively with co-workers both within and outside of your department.

• Ability to prioritize, organize and follow up.

• Must be available to work weekends, days, evenings and holidays.

• Excellent reading, writing & oral proficiency in the Arabic, English and French. • Previous Luxury Hospitality experience.