Description

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

• Minimum 1-2 years of luxury hotel experience required or equivalent.
• Possess outstanding guest services skills, professional presentation, and communication skills.
• Handle a multitude of tasks in an intense, ever-changing environment.
• Effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members.
• Typing skills essential.
• Experience in Excel, Word, Outlook, Opera and GXP is a plus.
• Operate multi-line switchboard efficiently.

Responsibilities

• Supervise, train and coach At Your Service agents.
• Approach all encounters with guests and employees in a professional and personalized manner.
• Knowledge of hotel emergency procedures.
• Possess superior phone etiquette, manners, record keeping and follow-up skills.
• Ensure that all guest issues and complaints receive prompt action and follow-up in accordance with resort standards.
• Offer to handle special arrangements during guest stay; coordinate future visits.
• Build rapport with VIPs, distinguished visitors; make welfare calls, encourage feedback throughout their stay.
• Liaison with key departments to ensure optimal performance.
• Complete projects in a timely manner as required by Front Office Management.
• Develop strong team spirit among co-workers and related departments.
• Maintain confidentiality of all guest information and pertinent hotel data.
• Perform other duties as required by my management.

Education

• High school diploma: 2-year college degree preferred.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• 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.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

Qualifications