Guest Relations Supervisor

Hyde Bodrum

GUEST RELATIONS SUPERVISOR

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Is a continual source of information, help and assistance to all guests.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Manager.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIP’s.
• Escorts all arriving guests to their respective suites, external guests to their destination, and departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
• Greet all residence guests personally and promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Hyde standards ensuring necessary actions, follow up and recording are done.
• Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Liaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check-info system if necessary.
• Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Abides by all policies and procedures.
• Has full knowledge of Hyde standards.
• Performs related duties and special projects assigned by Senior Management.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English 
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 years’ relevant experience with at least 1 years at a supervisory level