Guest Experience Supervisor

2 days ago

Metro Manila, Philippines Okada Manila Full time

I. Major Responsibilities and Duties

Has complete knowledge of and adheres to the Tiger Resort, Leisure and Entertainment’s policies, quality and service standards.Has complete knowledge and supports the guest recognition programs and promotions of Tiger Resort, Leisure & Entertainment e.g Loyalty Programs and Rewards Programs by Casino.Oversees the Front Office Command Center Operations. Handles all Front Office related calls, email and reports for Front Office Command Center.Checks staff transactions to avoid FO Audit Findings, FO pending and other discrepanciesSupports the up-selling program of Front Office and promotes the hotel servicesMaintains current product knowledge of events and facilities including gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and adviceAttends training programs as set by other departments and external set by the hotel.Carefully studies the profile of guest arrivals to ensure proper room allocation and reviews the arrivals at last 3 days in advance and coordinates the requirements accordingly with the relevant departments.Ensures service standards are met or exceeding in accordance with the Forbes Travel Guide or audits set by the hotel.Ensures back up reports and system down report are always up-to-dateEnsures the database is appropriately managed and updated, ensuring guest history records (i.r., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system.Performs other tasks that may be assigned by the management from time to time.

 

II. Job Specifications

Educational Requirements:

College Level of any course or equivalent professional training

Experience Requirement:

2-3 years working experience in a luxury 5-star hotel as a receptionist1-year experience in a supervisory capacity is preferred.

Skills and Attributes:

Leadership Skills:

Excellent in planning and has good execution skillsAchieves agreed objectives and accepts accountability for resultsDisplays exceptional commitment to improving customer service

Technical Skills:

Proficient in MS OfficeHas complete knowledge of operational systems in Front Office such as Opera Property Management System, Vision, Guest Experience Software System (GESS), Salto, Agilysis Desktop, Digivalet Dashboard, EDC Machines and machines

Other Qualification

Displays exceptional commitment to improving customer serviceAbility to work on flexible shift including overnight, weekends and holiday on rotation basis.Fluent in oral and written EnglishKnowledge of other language is an advantageService-oriented, self-motivated and team player

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