Position Overview

• The Guest Service Supervisor will oversee and assist guest service assistants in the performance of their job duties.
• He/She is responsible to train new employees in the company’s guest service policies, procedures, and best practices, to organize and oversee the schedules and work of assigned staff, to conduct performance evaluations that are timely and constructive

Responsibilities

• Manage a team of assigned guest service assistants and ensures they comply with company guidelines particularly related to quality of service

• Monitor or reviews calls or other correspondence between guest service assistant and guests

• welcome, assist and accompany customers during check-in and check-out

• Know the requests, preferences, allergies of the customers.

• Ensure that guest service assistants are informed about changes to company products and services

• Follow up on events during the customer's stay and communicate them to the FOM and the Executive Assistant Manager.

• Collect data and prepares reports on guest complaints and inquiries

• Prepare monthly reports summarizing the assigned guest service team’s performance

• Control the quality of the service offered to customers

• Prepare knowledge-based documents such as summaries and responses to frequently asked questions

• Identify opportunities to update or improve guest service procedures and makes recommendations to the Front office manager or the Executive Assistant Manager.

• Assist with budget preparation for the guest Service department

• Perform other related duties as assigned
  

Qualifications

• Hospitality management graduates, college graduates or equivalent

• Proven experience in a Guest relation service

• Excellent verbal and written communication skills

• Excellent management and supervisory skills

• French and English speaking

• Extensive knowledge of guest service procedures and principles

• Organized with attention to detail

• Ability to resolve guest complaints and issues while maintaining a professional and calm demeanor

• Ability to coach and mentor guest service team

• Proficient in Microsoft Office Suite and Opera.

• Lieu de travail Maroc| Marrakech et région, Maroc
• Date d'expiration 28 Septembre
• Niveau de poste Responsable d'équipe
• Secteur d'activité Services
• Nombre de postes 01