Guest Relations Supervisor

ESSENTIAL FUNCTIONS

• Create a⠀dynamic,⠀warm,⠀welcome⠀and a⠀friendly⠀atmosphere⠀in the⠀hotel⠀premise.
• Main⠀Focus to⠀create⠀story⠀around the⠀“WB⠀Hotel”⠀to enhance⠀guest⠀experiences.
• Engage⠀with⠀guests by⠀sharing⠀with funny⠀antidotes⠀with⠀excellent⠀communication⠀skills in⠀accordance⠀with the⠀given⠀guidelines.
• Be⠀as a⠀storyteller⠀to⠀interact⠀with⠀guests and⠀have a⠀friendly⠀relationship⠀with the⠀guests and⠀children⠀without⠀intruding⠀the⠀privacy⠀and⠀exceeding⠀the⠀limit.
• Assist⠀and⠀participate⠀promotional⠀events⠀happening⠀within the⠀hotel.
• Assist⠀the guests⠀with any⠀information⠀related to⠀the hotel⠀areas and⠀facilities.
• Communicate⠀guests'⠀feedback⠀on the⠀entertainment⠀activities⠀and other⠀related⠀enquiries⠀to the⠀head of⠀department.
• Maintain⠀records of⠀customer⠀feedback⠀and⠀records of⠀action⠀taken to⠀address⠀complaints⠀and⠀negative⠀rating to⠀the⠀Manager on⠀Duty.
• Be⠀efficient⠀in⠀assisting⠀guests⠀throughout⠀their stay⠀with any⠀requirements.
• Adhere⠀to the⠀Company's⠀Guiding⠀Vision and⠀Mission.
• Anticipate⠀guest⠀needs⠀planning⠀experiences⠀by⠀knowledge⠀of their⠀profiles⠀and⠀preferences
• Perform⠀his⠀assigned⠀tasks and⠀ensures⠀their⠀timely⠀implementation.
• Ensure⠀attainment⠀of his⠀assigned⠀objectives.
• Exercises⠀responsible⠀management⠀and⠀behavior⠀at all⠀times,⠀positively⠀representing⠀the hotel⠀management⠀team and⠀Hilton⠀Worldwide.
• Fully⠀embraces⠀and⠀articulates⠀Hilton⠀philosophy⠀and⠀“WB”⠀Hotel⠀brand⠀guidelines⠀and⠀policy.
• Know⠀on depth⠀the Hotel⠀features,⠀WB manuals⠀and⠀characters.
• To⠀ensure⠀guest⠀needs and⠀expectations⠀are met by⠀providing⠀an⠀efficient⠀and⠀professional⠀service.
• To⠀liaise⠀with⠀Engineering⠀to ensure⠀prompt and⠀efficient⠀repair⠀work.
• To⠀create the⠀right⠀Atmosphere⠀within the⠀team to⠀enhance⠀fun and⠀experiences
• To⠀conduct⠀regular⠀meetings⠀and⠀briefings⠀to keep⠀employees⠀informed⠀of⠀policies⠀and⠀procedures,⠀special⠀events,⠀further⠀improvement⠀plans and⠀guest⠀comments.
• Organize⠀entertainments⠀in Hotel⠀Lobby,⠀Restaurants⠀and⠀Outdoor⠀areas⠀(e.g.,⠀Bingo,⠀Karaoke,⠀Quiz,⠀Group⠀interactions)
• Perform⠀all⠀daytime⠀indoor /⠀outdoor⠀activities⠀in⠀accordance⠀with the⠀agreed⠀schedule.
• Maintain⠀costumes⠀or props⠀and be a⠀great⠀public⠀relations⠀representative.
• Escort⠀guests to⠀their⠀rooms on⠀arrival,⠀explaining⠀all the⠀features⠀and⠀facilities.
• Perform⠀any⠀related⠀duties and⠀special⠀projects⠀as⠀requested⠀by the⠀Front⠀Office⠀Manager,⠀Assistant⠀Front⠀Office⠀Manager,⠀Guest⠀Relation⠀Manager,⠀Chief⠀Concierge,⠀Night⠀Manager⠀and Team⠀Leader

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• To ensure⠀that⠀employees⠀provide a⠀friendly,⠀courteous,⠀and⠀professional⠀service to⠀guests at⠀all⠀times.
• To⠀assist in⠀the⠀building⠀of an⠀efficient⠀team of⠀employees⠀by taking⠀an active⠀interest⠀in their⠀welfare,⠀safety,⠀training⠀and⠀development.
• Ensures⠀that both⠀he and his⠀employees⠀report for⠀duty⠀punctually,⠀maintaining⠀a high⠀standard⠀of⠀personal⠀grooming,⠀wearing⠀the⠀correct⠀uniform⠀and⠀nametag at⠀all⠀times.
• Supporting⠀FO⠀operation⠀team to⠀obtain⠀high score⠀on social⠀platforms.
• Enhance⠀the⠀arrival⠀experience⠀with⠀creative⠀engaging.
• To⠀conduct⠀training⠀courses⠀for new⠀Team⠀Members⠀and⠀regular⠀“Refresher”⠀courses⠀for newly⠀hired and⠀existing⠀employees.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to build good rapport and relationship with all levels including team member, management.
• Excellent organizational skills and a hospitality attitude.
• Ability to communicate well in English, including written and verbal communication.
• Ability to come up with creative ideas for guest activities/events and improve the way of doing.
• Ability to balance a fast-paces, constantly changing workload; highly organized (prioritized, delegates and follows up on tasks)
• Resilient to set-backs and a demanding personal schedule.
• Ability to deliver and facilitate presentations and orientations to our guests.