Royal Service Supervisor
Royal Service Supervisor
Posted on :
10-12-2024
Employer Active
1 Vacancy
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Job Description
What you will be doing:
Reporting to the Front Office Manager responsibilities and essential job functions include but are not limited to the following:
- Supervise and support the day to day functions of the Royal Service department including guidance of team members management of daily checklists report generation and flow of workload. Ensure all service standards are followed
- Handle guest compliments and complaints to ensure exceeding guest expectations reacting quickly tracking recovering guest and notifying proper areas to guarantee memorable moments for our guests
- Responsible for all PBX functions in the hotel inbound internal calls voicemail etc coordinating repairs with local providers and engineering
- Flexible work hours as dictated by business levels.
- Special attention to VIP guests amenities coordination and PreArrival team.
- Maintain close liaison with operational departments in particular Housekeeping laundry Front Desk Concierge Engineering and Reservations
- Develop plan and implement training programs coaching sessions and LQA audits
- Assist in the selection process of new colleagues and identify areas to develop and promote high potential colleagues
- Have an understanding of group telecommunication requests and concerns and the ability to prioritize these requests and ensure they get resolved
- Propose and facilitate innovative costeffective guest experience enhancements
- Generate monthly telephone reports
- Handles Group telephone requirements and billing
- Check in phone lines for groups labeling phones and direct bill for groups
- Oversee purchasing of office supplies in Birchstreet
- Conduct Performance evaluations
- Spearhead participate and share results of SCORE/Kipsu action plans for problem resolution
- Support implementation of monthly department meetings to keep colleagues informed of standards and changes throughout the property
- Mentor and coach team members; assist with training and team growth
- Ensure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelines
- Manage the teams schedule Timesaver and coast the team as needed
- Cross train with Reservation Supervisor to assist with some duties/reports eg. TA commissions
Qualifications :
Your experience and skills include:
- Excellent troubleshooting skill sin telecommunication and hotel situations
- Possess outstanding relationships with all departments in the hotel and understand the adequate flow of requests
- Must possess outstanding guest service skills professional presentation superior organizational skills and excellent communication skills
- Must be able to handle a multitude of tasks in an intense everchanging environment and prioritize calls
- Strong interpersonal and problem solving abilities
- Highly responsible & reliable
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs remaining calm and courteous at all time
- Minimum of 2 years supervisory experience
- Minimum of 2 years experience in customer service practices and relationship marketing
- Computer literacy a must including applications such as Word and Excel & data base software
- Professional manners outgoing personality and ability to work on own initiative
- Ability to complete assigned projects in a timely manner
- Must be effective at listening to understanding and clarifying the concerns and issues raised by guests
- Excellent written and verbal communication interpersonal and leadership skills
- Selfmotivation and organizational skills with initiative and the proven ability to work well under pressure
- Ability to maintain confidentiality of all guest information and pertinent hotel data
- Previously demonstrated the commitment to exceeding guests expectations at all times
- A PostSecondary degree or Diploma in Hospitality from a recognized institute is preferred
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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