Guest Relation Supervisor

4 weeks ago

Auckland, New Zealand Accor Hotels Full time

Company Description Why work for Accor?
We are far more than a worldwide leader.
We welcome you as you are and you can find a job and brand that matches your personality.
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Discover the life that awaits you at Accor, visit .
Do what you love, care for the world, dare to challenge the status quo
#BELIMITLESS Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
What's in it for you: Employee benefit card offering discounted rates in Accor worldwide.
Learning programs through our Academies.
Opportunity to develop your talent and grow within your property and across the world
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.
Job Description Ensures that all activities adhere to and support the hotel's quality standards.
Maintain and achieve a high Customer Satisfaction Score for the department.
Conduct staff appraisals annually and quarterly.
Set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, teamwork, guest and staff relations, observance of company's rules and regulations, loyalty to management, and inter-departmental cooperation.
Supervise the day-to-day operation of the guest relations department to ensure high standards of service and guest care at all times.
Use discretion and tact when dealing with guest inquiries, problems, or complaints in an efficient and professional manner without detriment to the hotel and/or its reputation.
Proactively anticipate guest needs & requirements and demonstrate a high & consistent level of service at all times.
Carry out duties of the Guest Service Agents if required.
Motivate, lead, and ensure the continuous improvement of the team to achieve the company's vision and goals.
Carry out and supervise regular departmental training and cross-training of staff members from other hotel departments.
Meet and carry out training records/summary within the department as required by the group.
Maintain and distribute the staff attendance summary sheet.
Reply to guest letters and queries.
Respond to internal and external guest complaints in a professional manner.
Carry out Guest Services Manager's coverage as and when required.
Ensure the lobby is maintained and guests are being assisted by colleagues.
Oversee the organization of guest cocktails and communicate approximate number of attendees to the relevant department.
Coordinate with Front Office, Housekeeping, F&B, and especially with the General Manager regarding VIPs.
Review Guest Comments daily and take contact if necessary and possible with the guest for direct action.
Effectively handle all guest complaints concerning the Front Office in coordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer.
Coordinate proper actions with other departments, informing the General Manager if required.
Qualifications University Degree in Hotel Management.
Previous experience in guest relations, customer service, or hospitality, typically 3-5 years in a 5-star hotel (supervisory or leadership experience is often preferred).
Proficiency in hotel management software and systems (e.g., PMS, CRM).
Familiarity with Opera System and Microsoft Office Suite (Word, Excel, Outlook).
Proficiency in English; additional languages are a plus.
Additional Information Your team and working environment: Rixos Premium Saadiyat Island is a unique resort; where exclusivity and luxury define every experience, every time.
Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.
At Accor, we are Heartists
Are you ready to put your heart at the center of everything that you do?
If so, then join our team of Heartists at Rixos Premium Saadiyat Island; every day, we look for opportunities to engage in a personal & meaningful way with our guests and each other.
We deliver heartfelt hospitality in an environment that is engaging, enthusiastic, and professionally rewarding.
#J-18808-Ljbffr

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