Guest Relations Supervisor

ENNISMORE

Makes pre-arrival, mid stay, and post-stay calls to guests to ensure needs are met.

• Compiles and distributes list of anticipated services and amenities to relevant departments.
• Contacts appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security) as necessary to resolve guest call, request, or problem.
• Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follows up with guests to ensure their requests or problems have been met to their satisfaction.
• Listens attentively to guests to get an effective guest-oriented perspective and handles complaints properly.
• Makes Guest Contacts during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
• Writes down any comments, requests, suggestions and complaints received from guests during the day.
• Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire. Translates them into English and e-mails them to all of the department managers.
• Identifies the special days of guests such as birthdays, wedding anniversaries etc., makes the necessary organisation together with the related departments and monitors the organisation.
• Works in coordination with all departments and ensures the flow of necessary information.
• Follows the VIP procedures and greets VIP guests and bid them farewell.
• Walks agency representatives and potential guests around the facility.
• Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.
• Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Guest Relations Manager about the atmosphere.
• Keeps any items that guests lose in the facility or forget in their room when checking-out. Delivers any lost and found to guests still at the hotel or send them by mail.
• Responds to guest inquiry forms and all written suggestions, complaints etc.
• Provides guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitors and reports the incident to the Guest Relations Manager.
• To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
• To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
• To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
• Carries out all responsibilities related to the quality management systems implemented at the facilities.
• Carries out all other duties assigned by managers and hotel management not specified in the job description.