Dusit Club SupervisorFilled

1 week ago

Cebu City, Central Visayas, Philippines Dusit Thani Dubai 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 is the coordinator of the activity and ensures 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 achieve the best satisfaction from all the guests staying at the Dusit Club.
Guest Service Responsibilities
  • The Dusit Club Supervisor is the Ambassador of 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 stand by at the Dusit Club Desk; he/she will have 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 for ensuring 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, makeup, 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 maintain 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 maximum time for guest relationships.
  • Organization: He/she will ensure that his/her section is perfectly tidy at any time, that the "Operations cupboard" is refilled 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 to the audit, immigration & guest history. He/she will ensure that the operations handled by his/her own are fully completed and correct.
  • Communication: He/she will be attentive to 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 the 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 detail that his/her 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 payments received are accurate with the rate given and has to increase the hotel revenue by tactfully upselling to the guests who are checking in, 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 workplace 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 foremost and 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 databases, 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.
  • Good English communication skills both in written and spoken.
  • Pleasant personality with good communication and interpersonal skills.
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