Guest Engagement Supervisor

*Role Description:

-Responsible for supervising the Guest Engagement Agents in ensuring a smooth operation. To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting ------Paramount Hotel and build lasting relationships by following our core values.


*Functional Accountabilities:

-Ensure Guest Engagement team reviews and updates arrivals lists for the following day, and all departments are informed via daily ‘VIP’ lists
-Ensure that pre-arrival calls are conducted by the Guest Engagement team and to contact personally highlighted VIPs prior to their arrivals
-Ensure that all VIP arrival units for the day are checked by him/herself and the team, ensuring timely readiness, presence of preferences and condition of room
-Along with Assistant Producer on Location Services, Transportation Manager and Duty Manager of the day, to ensure full preparation and effective running of the operation and VIP check in process
-Perform any related duties and special projects as requested
-Ensure permanent lobby presence of Guest Engagement team
-Ensure that each guest is escorted by doorman to the reception desk and introduced properly
-Ensure that curb side guests and Top suite guests are offered in room check in or in the VIP lounge
-Build and maintain a welcoming and close relationship with Hotel clientele
-Ensure all guests are contacted for courtesy on daily basis and to contact personally, VIP, special attention, and complaint guest
-To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotel facilities and services
-Ensure that Guest Engagement team updates and maintains guest profiles and accurate guest history records, including the recording of guest information received from other hotels or departments
-Spot-check the delivery of amenities of in-house long-staying guests
-Follow up with the operational departments of hotels of guest complaint resolution
-Ensure that no guest leaves dissatisfied, by maximizing closure of guest complaint

-Minimum of 3 years luxury hotel experience in Front Office or Guest Relation
-Degree qualification from a recognized hotel or business school.
-Proficiency in spoken and written business English
-Minimum of 1 year supervisory experience
-Knowledgeable with Opera PMS