Guest Services Supervisor

Celtic Manor Job Description DEPARTMENT Guest Services POSITION Guest Services Supervisor GRADE E REPORTS TO Front Office Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

Responsible for supporting and implementing department standards and ensuring that they are practiced by the Guest Services team throughout your shift. You will focus on providing the ultimate guest experience for all guests, from the point of making their reservation, arrival through to the time of departure. An extensive knowledge of Celtic Collection, specifically St Brides Spa Hotel and the services provided by all outlets and to consistently provide the ultimate guest service experience to all guests.

Ensuring training is conducted to Celtic Collection standard and reflects business needs. GENERAL Responsible for helping to maintain a guest focused culture which support the values expressed in the Celtic Collection Ambition and St Brides Spa Hotel business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments.

Complies with the Celtic Collection Health and safety, Hygiene policies as well as all other policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.

JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities.

Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations.

Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department Responsible for gathering required results of the controls and reporting these back to the Front Office Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description.

Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all our guests’ expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary.

Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Celtic Collection requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional customer service with the standards expected and trained by the Department.

Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving guest complaints escalated from team members. Also communicating the results to the Department Manager.

Responsible for delivering the ultimate in professional guest service with the standards expected and trained by the Department. Deliver exceptional guest service to both internal and external guests. Help develop the highest possible levels of guest service throughout the team. Support the Guest Services team with bill queries, take ownership of the queries and resolve.

Complete any necessary follow up. Supervise the department on a shift basis and ensure that department standards are maintained at all times. Complete all daily and weekly tasks promptly and to department standard. Ensures team members are completing tasks to these standards and applies checks where necessary. Ensure Team Members complete daily duties to the Department standards.

Ensure adequate staff levels are maintained in order to provide a constant level of 5* service to our guests. Brief team daily and delegate specific tasks accordingly. Solve guest feedback, offering appropriate remedial action to the guest. Communicate all results to the Front Office Manager. Respond to all relevant e-mails with minimum delay informing the team of any important information.

Has a full and up-to-date knowledge of hotel facilities, services and events. Actively seeks this information if necessary. Keep self-informed of all important notices regarding the business and brief team accordingly. Support Guest services team with queries, take ownership of the queries and resolve. Complete any necessary follow up.

Answer the telephone promptly, courteously and using the correct standard greeting. Handle guest requests personally or delegates appropriately to another team member. Maximise hotel revenue at all times and stay abreast of all special offers and events ensuring that Guest Services Team are fully briefed. Suggests to the Front Office Manager procedures likely to improve the operation.

To raise any points of concern with the Front Office Manager, discuss and find solutions. Ensures written handovers are in place and any outstanding issues are dealt with efficiently and the appropriate departments are informed. Maintains appropriate standards of conduct, hygiene, uniform and appearance of Guest Services Team.

Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Ensure all equipment is fully operational and functions correctly and in accordance with the Resort health and safety requirements.

Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department, both front and back of house. Responsible for stock control within the department including ordering and collecting stationary supplies and completing monthly audits. Contribute to the recruitment process through selecting, interviewing and following up references.

Establishes and maintains effective and positive relationships with his/her team members as well as with all other departments. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and wellbeing of all departmental team members, promoting the professional career development of every team member.

Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating hotel wide issues and guests’ requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all guests’ expectations are exceeded.

Responsible for the leadership of the team, obtain guest feedback on departmental performance. Responsible for feeding back guest views to the team members in a constructive and positive manner, also providing solutions. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the hotel.

Checking Contributes to the gathering of information as directed by the relevant Manager, including guest feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered. Proposing changes within the department.

Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the resort.