The primary duties include managing the staff roster, engaging with guests, resolving service- related complaints, and stepping in for the Assistant Chief Concierge or Chief Concierge when needed. Additionally, the Supervisor is tasked with training and empowering team members to deliver outstanding service and consistently reach their professional goals.
The Guest Services Supervisor at The Grand Ho Tram oversees the daily operations of the Guest Service Executive and Airport Ambassador Teams in Ho Chi Minh City. This role ensures that all guests receive exceptional service marked by professionalism and precision.
Staff Development: Support the training, motivation, and ongoing communication with staff to deliver exceptional service, promoting a culture of accountability.
Additional Duties: Perform other duties as assigned by the management team.
Accountability: Ensure all areas of responsibility are executed to the highest standards, with proper resource utilization.
Promote Hotel Offerings: Promote hotel outlets, services, and events.
Staff Management: Assist in managing staff changes, including vacations, rosters, leaves of absence, etc.
Collaboration: Maintain strong working relationships with other departments and leaders to encourage feedback and ensure smooth operations.
Compliance: Ensure all departmental activities align with the company’s business objectives and establish safety and security standards.
Leadership: Provide engaging leadership that inspires and empowers the Guest Service Executive and Lobby Ambassador teams.
Facility Management: Oversee the maintenance of facilities and equipment, ensuring they are in complete working order.
Set Standards: Communicate guidelines that uphold the highest service standards.
Optimize Processes: Assist in creating efficient systems and processes for handling guest requests.
Reporting: Keep leadership informed promptly of any deviations from expected results.
Interdepartmental Communication: Coordinate with other departments to achieve superior guest satisfaction and efficient use of manpower and facilities.
Policy Adherence: Meet attendance guidelines and adhere to all departmental and company policies.
Hotel Knowledge: Maintain up- to- date knowledge of hotel availability, room rates, package plans, F&B outlet information, hours of operation, special events, and other relevant details.
