DEPARTMENT: Guest Experience  

NAME OF THE POSITION: Guest Experience Supervisor

REPORTING TO: Guest Experience Director

RESPONSIBILITY: Guest Impact

• Be an accessible representative for guests, directing all guest comments and feedback to relevant departments
• Create a personal and mature service to guests, pairing them with suitable activities for their particular demographic
• Enhance the guest experience by providing a professional and informed contact for the guest to liaise with during their stay
• Coordinate duties and responsibilities of Guest Experience Ambassadors, Guides and Drivers
• Coordinate with the Transport Manager with all the guest transfer arrangements and communicate the same with the concerned team members
• Communicate with the Transport Manager on a regular basis in making sure that the arrival and departure guest transfer are ready 15 minutes prior to the boat departure from the hotel

General:

• To attend training and meetings as and when required.
• Maintain full confidentiality over the resorts and HR issues
• Maintaining excellent grooming and hygiene ensuring all grooming standards are met in relation to personal grooming and uniform presentation.
• Take the responsibilities assigned to your position in case of fire drill, evacuation, in accordance with the Resort Emergency Response Policy
• Actively promote the services and facilities of Per Aquum to guests and other stakeholders of the Resort.
• Complying with Resort Safety & Environment policies, initiatives and legislation.
• Converses with guests to obtain feedback and suggestions for improvement
• Abiding by all Work Place Health, Safety and Hygiene regulations at all times.
• Abiding by the guidelines set out in the Employee Handbook.

Administration:

• Assist with providing accurate stock take figures when required.
• Inform GEM of any incident in the guest room including damages, unauthorized persons, complaints and also guest feedback.
• Comply with the Resorts accident prevention and safety procedures.
• Handle guest queries in a timely and efficient manner and provide any information sought by the guest within your level of authority
• Resolve guest issues to the guest's satisfaction within your level of authority.
• Keeps track of the attendance on a monthly basis to control punctuality, absenteeism, overtime and casual labour, in order to make sure staff members have recorded their IN and OUT duty time
• Responsible to maintain the guest history and preferences for the future references to anticipate the guest needs
• To ensure all keys logs are maintained and updated at all times.

Team Development:

• Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to acquire new skills or knowledge in order to improve your personal performance, and ultimately the guest service.
• Maintain a high level of team spirit by developing excellent relationships with the team and colleagues from other departments, and support them in the pursuit of departmental and resort goals.
• Always have a positive attitude and take initiative to resolve issues.
• Conduct self in a professional manner at all times. Adheres to the established standard of conduct and house rules, fire regulations, and department procedures and policies.
• Assists in updating and implementation of all SOP(s)
• Conduct regular briefings and meetings with staff members to share information
• Maintaining shift checklists and associated procedures

Finance:

• Run operations in a cost effective manner by avoiding unnecessary waste
• Determines the minimum and maximum par stock
• Compiles records and statistics as required
• Monitors costs and expenditures closely to adhere to forecasted budget, and reports to the GEM, as requested
• Verifies credit list and ascertains the billing is done accurately and payment is settled upon departure of guests in accordance with the resorts policy

Communication & Team Recognition

• Inform GEM of any incident in the guest room including damages, unauthorized persons, complaints and also guest feedback.
• Resolve guest issues to the guest's satisfaction within your level of authority.

Training & Development

• Attend training programs as designated by the resort.
• Effectively train and guide your team in all aspects of guest areas.
• Provides regular feedback to staff members on their performance.
• Empowering and training associates to provide better customer service