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Dusit Club Supervisor

4 weeks ago

Cebu City, Central Visayas, Philippines Dusit Thani Mactan Cebu Full time
Job Description

PRIMARY RESPONSIBILITIES:
  • The Dusit Club Supervisor reports directly to the Dusit Club Manager (Duty Manager in her/his absence) and is guided during her shift by an Assistant Dusit Club Manager.
  • The Dusit Club Supervisor would be then the coordinator of the activity and would ensure the proper work of the Dusit Club Operations.
  • The Dusit Club Supervisor will participate actively in the Front Office activity for all the Dusit Club Rooms and Suites of the Hotel. His/her mission is to reach the best satisfaction from all the guests staying at the Dusit Club.
Guest Service Responsibilities
  • The Dusit Club Supervisor is the Ambassador of the guest relationships, being a major aspect of the work. He/she will be a reference for the guest who will find that he/she is the right person to contact because he/she inspires a friendly, safe & professional feeling.
  • The Dusit Club Supervisor will take any opportunity to collect the comments & preferences of the guest, or simply to talk freely. The Dusit Club Supervisor does not always standby at the Dusit Club Desk, He/she will have then many other opportunities to play this "Public Relations" role: in the lobby, in the lounge, in the guest corridors.
  • Immigration records: The Dusit Club Supervisor will ensure that all the guests who checked in during his/her shift are fully recorded the same day on the accurate immigration reports.
  • VIP treatment: The Dusit Club Supervisor is responsible to ensure that all VIPs expected and in house enjoy the best conditions of stay possible and will take care of each step: preparation work (Room setup, order of VIP amenities & international newspaper, standby in lobby), Check-in process, during the stay and Check-out process, as per standards established.
  • Guest requests follow up: The Dusit Club Supervisor will follow up any of the (professionally acceptable) guest requests such as flight reconfirmation, restaurant booking, and recommendations in line with the Dusit procedures. If he/she does not have the answer, he/she will follow up with the person concerned (Concierge, Managers) but will not send the guest to another section.
Technical Responsibilities
  • Grooming/Attitude: The Dusit Club Supervisor will keep at any time a perfect grooming (uniform, tag, make up, tidy hair).
  • Greeting/Attitude: In any circumstances, the Dusit Club Supervisor will be smiley, willing to help the guest, will ensure a warm greeting with WAI of any guest arriving at the 25th floor and will keep permanently a positive attitude.
  • Follow up: The Dusit Club Supervisor will act quickly and efficiently, following the instructions received. His/her purpose will be to gain a maximum of time for the guest relationships.
  • Organization: He/she will ensure that his/her section is perfectly tidy at any time, that the "Operations cupboard" is refill as often as required and that the circuits of operations are followed strictly.
  • Check-in & Check-out: The Dusit Club Supervisor will ensure that all Check-in and Check-out are made in line with the standards established. He/she will be especially attentive on the audit, immigration & guest history.
  • Communication: He/she will be attentive on all information received during the different briefings: daily morning club briefing, Front Office handover briefing (for afternoon shift). He/she will be active and dynamic in participating in these different discussion opportunities. During his/her shift, he/she will report quickly any problem or question to his/her manager. The Dusit Club Supervisor will read the Club Receptionist logbook at the beginning of shift, follow up and keep it updated during his/her shift.
  • Handover: The Dusit Club Supervisor will ensure a full and detailed handover with the following shift (with Club Receptionist for the morning shift and with Receptionist for the afternoon shift). He/she will check in details that her/his cashier report is correct and with the entire backup attached.
  • Selling / Upselling: The Dusit Club Supervisor has a selling role to play, he/she has to ensure that all the payment received are accurate with the rate given and he/she has to increase the hotel revenue tying the upsell the guest who are checking in a tactful manner and in line with the upselling procedures.
  • Privacy: The Dusit Club Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.
  • To ensure that all the standards and procedures established at the Hotel are reached successfully and permanently.
Training and Human Resources
  • Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
  • Treat complaints of harassment and discrimination promptly and confidentially.
  • Treat customers and colleagues from all cultural groups with respect and sensitivity.
  • Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Others
  • Continuous learning through own IDP.
  • Any other duties as may be assigned by the superior.
Accountabilities
  • Represents Dusit's brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
Company's Culture
  • Communicate and fully embrace the Company's culture (our Vision, our Mission and our Values), lead by example and cascade to all your subordinates. – "Proud to belong and to contribute"
CONFIDENTIALITY
  • Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
JOB REQUIREMENT
  • Minimum education of Bachelor degree in Hotel Management or relevant degree.
  • Minimum of 3 years in Club Floor or Guest Service experience.
  • Have good English communication skills both in written and spoken.
  • Pleasant personality with good communication and interpersonal skills.
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