Etéreo
8 months ago
Guest Experience Supervisor
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Company information
- Company
- Etéreo
- Location
- México, Quintana Roo, Playa del Carmen Mexico
- Posted
- 8 months ago
Job description
Job Description
- Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check-in to Check-out. This includes but is not limited to;
- Supervise all necessary documents that have been prepared by the hosts, such as registration cards, spa treatments, and restaurant confirmation, as well as any other item that may support efficient and timely check-in/out processes.
- Ensuring that the team is updating any Guest preferences (i.e. Bespoke Options and/or Experiences, Room specifics) are recorded on the guest history page and are well introduced to the appropriate departments for follow-up.
- Audit the check in process: escorting guests to their room, Restaurants, Spa, etc.
- Making sure of the prompt and tactful response to any Guest complaint that may arise.
- Supervise the constant training for the PBX, Guias and Itinerary Designer team making sure their understanding
- Making constant audits to ensure Forbes and Auberge Standards, policies and procedures in the department are properly understood and followed through.
- Supervise and maintain a very high standard of personal hygiene, behavior and grooming standards of Guest Services staff.
- Cooperate and coordinate teamwork with other departments.
- Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, area attractions, spa, and dining booking, as needed.
- Organize and maintain the Reception counter, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures.
- Is familiar with all Etereo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests.
- Must share clear expectations to the team
- The Guest Experience Supervisor has to be able to identify improvement points and work in action plans with the Guest Experience Manager.
- Must maintain excellent relationships within the Guest Service Department and must familiarize oneself with the operations and priorities of all other hotel operating departments.
- Perform other duties as directed, developed or assigned.
Required skills
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