Guest Relation Supervisor

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​

Join us and become a Heartist®.

Under the supervision of the Guest Service Centre Manager, Guest Service Supervisor is responsible for the

operation of the Guest Service Centre during their shift, with the capacity to provide consistent quality

guest service. Additionally is also in charge of collecting the Cherish Guest Comment cards, filtering

through them, identifying the important comments and consequently entering them into Rapid Response

software.

Finally supervises all aspects relating to the Guest Service Centre and the employees within the

department. Supervises and directs the Guest Service Centre as well as staffing, training, hiring, and

answering to guest complaints and requests for complete guest satisfaction. Develops positive

relationships with all hotel employees, department heads and hotel guests.

The incumbent is responsible for

1. Supervises and directs Guest Service Agents to ensure guest satisfaction within the guidelines

set by the pertaining standards.

2. Monitors appropriate standards of conduct and all issues regarding the hotel employee

handbook.

3. Assists the Guest Service Centre Manager in controlling and maintaining records with regard to

staffing levels, overtime, vacations, holidays and personal days.

4. Reports all operation defects and guest related complaints / comments daily to the General

Manager / Resident Manager in the absence of the Guest Service Centre Manager.

5. Issues the reports to be sent by email to HOD’s

6. Ensures training and inter-departmental cross training is carried out efficiently within the

department and reports all findings to the Guest Service Centre Manager.

7. Responds to all guest requests and ensure that the guest receives prompt attention and follows

up on outstanding jobs and reports any incidents to the Guest Service Centre Manager.

8. Assists the Guest Service Centre Manager in ensuring guest satisfaction by assigning work

orders, completing tasks in a standard time and notifies guest to ascertain satisfaction.

9. Assists the Guest Service Centre Manager in monitoring and tracking trends in service

deficiencies to improve the hotel operation.

10. Filters guest comment cards and inputs data into Rapid Response software

11. Performs all additional tasks required by management in relation to the job.

12. When busy carries out the duties of GSA

13 guest Service Supervisor is responsible for telephone operator Refer to job description of telephone

operator