Guest Experience Supervisor

Company: Ocean Hotels Barbados

JOB SUMMARY

The Guest Experience Supervisor is responsible for ensuring the smooth running and development of the department.

SCOPE

Under the direction of the Front Of House Manager / Assistant Front Of House Manager , the Guest Experience Supervisor is responsible for ensuring the service delivery is always according to the AAA 5 Diamond standards and the LQA standards. Any related tasks would be executed as needed and with a flexible, creative, guest-oriented mindset at all times.

RESPONSIBILITIES

Service Efficiency

• Meet guests when they arrive and get them settled in their rooms.


• Have a thorough understanding of all spirits and specialty food offerings.


• Manages the control of stock, ordering inventory and working utensils as budget dictates.


• Develops and implements Guest Experience Ambassadors policies and standard operating procedures.


• Conducts departmental meetings, gathering feedback from the team to improve their performance and working environment, offer commendation and develop plans for improvement.  


• To ensure that guests are greeted, checked in and allocated rooms promptly and courteously, in accordance with the AAA 5 Diamond standards and LQA Benchmark standards.


• To be readily available at all times to deal with problems or complaints, investigating issues as they arise and offering compensation where appropriate at all times.


• Act as a Duty Manager when required.


• Attend all Management meetings, as required.


• Maintains high standards regarding the services of Owners and VIP guests.


• Assess and restock wine and spirit collections as necessary.


• Communicate and coordinate with housekeeping to ensure rooms are cleaned at the most convenient time for guests.

• Recommend and arrange amenities for guests.


• See guests off when they check out.


• Always remain well-groomed.


• Keep up to date on all hotel policies on safety and hygiene.


• Perform all duties with discretion, professionalism, and a pleasant demeanor.


• Orchestrate the celebrations of guests’ special occasions, resolve resident feedback.


• Ensure service standards and individual performance are aligned with Ocean Hotels Values, AAA 5 Diamond standards and LQA Benchmark standards.


• Cooperates closely with the In Room Dining team and Housekeeping to ensure a seamless In Room Dining and cleaning experience.


• Ensures Guests receive the experience as detailed O2 Standard Operation Procedure (SOP) as well as AAA 5-Diamond standards and LQA Benchmark standards and aims to achieve the scores and goals set by management. Aim for 5-star Forbes standards.


• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.


• Attends guests' complaints, inquiries and requests and refers challenges to the GRM where necessary.


• Follow up and follow through on any guest inquiries and complaints in a timely manner.


• Maintains the high standards with particular regard to the services of Owners and VIP guests.


• Ensure accurate and timeous submission of all reports and administrative work.
        


• Prepare and submit the required format annual budgetary information and updates as required.   


• Ensure that staff members operate in full compliance with the AAA 5 Diamond standards and LQA Benchmark standards.


• Carries out any other duties assigned by the Front Of House Manager / Assistant Front Of House Manager or the General Manager.


• Greets all guests in a helpful welcoming manner, using their name at every opportunity.


• Does all possible to ensure the guests depart the hotel with a positive impression of the service and staff of Ocean Hotels Barbados.


• Engage in increased service levels.


• Any other duties as assigned by senior management

• Serves as the lead customer service contact for members in the guest services department, including: answering questions, welcoming, and other member communications. ·       


• Acts as a liaison between the front desk and all other departments, communicating relevant information to the front desk staff as needed.       


• Ensure departmental rostering, payroll and departmental attendance records are done and completed to the standards of the company.      


• Manages the control of stock, ordering inventory and working utensils as budget dictates.

• To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.      

Training and Development

• To attend training programs and to ensure that the hotel’s and department’s standard operating procedures are maintained and understood.


• To actively participate in an evaluation of your performance by means of an appraisal with your leadership team. In order to correct weaknesses, encourage strengths and work to achieve personal and professional goals.


• To thoroughly review and understand the information contained within the Ocean Hotels Employee handbook since as an employee of Ocean Hotels Barbados, you are governed by the rules and stipulations contained within.


• To attend and participate in any training programs as directed by the HR team and your manager or supervisor.

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge/Skills

• Experience as a Butler or similar role in the hospitality industry.


• Strong multi-tasking skills.


• Excellent organizational skills.


• Ability to adapt to a fluid environment.


• Commitment to a high level of guest service.


• Strict attention to detail.


• Knowledge of the Barbados culture.


• Ability to handle sensitive matters with efficiency and discretion.


• Knowledge of food and wine pairings is a plus.

• Possesses great organizational and communication skills.


• Attention to detail and a high level of accuracy.


• Has a humble and serving attitude.


• Excellent interpersonal skills.


• Good grooming and presentation.


• Great time management skills.


• Ability to remain standing and stationary for extended periods of time.


• Able to work with minimum supervision.


• Demonstrate the capacity to maintain a high standard of customer service throughout your shift.

Personal Attributes

The Guest Experience Supervisor must demonstrate the following personal attributes:

• Creativity


• Reliability


• Compatibility


• Effective follow up


• Flexibility


• Consistency


• Hospitality