Guest Relation Supervisor

Your Day To Day

• Ensure maximum guest satisfaction through personal recognition with a smile and prompt cordial attention from arrival through departure.
• Ensure IHG members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service.
• Conduct room inspection for VIPs. Liaise with F&B team to ensure amenities are correctly delivered to room and on time before arrival.
• Perform check-in and check-out for the VIP guests and to assist at the reception counter when required.
• Greet the guests in professional and friendly manner.
• Guest engagement at the Lobby / Porte Cochere.
• Handle guest complaints and refer to the Duty Manager as necessary, follows up on corrective
• Perform In-room Check In for all Limo Arrival guest.
• Provide in room registration for our VIP guests based on their determine level.
• Liaise with other departments and necessary outside contractors to ensure excellent service delivery.
• Maintain of efficient repeated guest history system.
• Promote Inter-Hotel sales and in-house facilities.
• Perform such functions as to include but not be limited to:
• IHG Rewards and regular guest welcome letters.
• Solicitation of IHG Rewards applications.
• Attending to special requests by guests.
• Schedule and attend regular IHG training.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities one day in advance for the following day’s arrival. 
• Review returnee guests of their number of stays and provide a welcome gift based on their number of stays.
• Manage and ensure that we have sufficient stock of welcome gifts to provide to regular guests.
• Prepare last minute requisitions for last minute VIP arrivals and coordinate for the said items to be in the room.
• Maintaining presence at the guest related areas such as the hotel’s lobby.
• Obtain guests’ feedback on their stay and record down in the GRO’s logbook as well as Opera. If required, inform the Guest Relations Manager/ Duty Manager for further action.
• Update all guests’ preferences database Opera PMS profile field. Main guests’ profile in Opera.
• Assist with Reception / Club Lounge’s operation when is required.
• Assist with Loyalty Champion when is required. 
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals
• Reports directly to and communicates with the Rooms Division Manager on all pertinent matters affecting guest service and hotel operations and particularly Guest Relations personnel, to ensure IHG members, known repeat guests and other VIPs receive special attention and recognition.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Responds to guest needs and resolves related problems.
• Supervises and directs Guest Relation Officer Personnel.
• Supports and assists Front Office personnel and all departments at peak periods. 
• Fully conversant with all hotel emergency procedures.
• Ensures VIPs and priority club guests receive special attention.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Inspects front of house and back of house regularly for cleanliness.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Perform other duties as assigned Ensures maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure.
• Ensures that IHG One Rewards Members and InterContinental Ambassadors are recognised and well taken care of during arrival, the stay and departure. 
• Handle any incidents and guest complaint with Duty Manager and record in Log Book. Follow up and resolve accordingly to ensure positive guest satisfaction/experience. 
• Has thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offer assistance when necessary
• Liaise with Concierge, Airport Concierge and team members for transportation arrangement. 
• Promotes Inter-Hotel sales and in-house facilities (restaurant outlets, swimming pool, gym, SPA).
• Comply with hotel rules and regulations and provisions mentioned within Employee Handbook.
• Comply with the company grooming standards.
• Must ensure high recognition of IHG Rewards and Ambassador Members in order to achieve optimal scores in Heartbeat and to obtain highest results.
• When present in the lobby, ensure each and every guest is greeted with a smile. Deliver sincere sense of welcome and hospitality to all guests passing through the lobby.
• Escort guests to the rooms respecting hotel policy and procedures.
• Perform daily courtesy calls upon arrival, pre/post stay, IHG Rewards and Ambassador Member guest as well as Return Guests following complaints to give special attention/recognition and follow up.
• Ensure that all customers' queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refer problems to the manager if unable to assist
• Proactively inform other operational departments such as Housekeeping, Engineering, and F&B on matters related to arrival times, special requests, and VIP amenity set-ups.

What We Need From You

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Ability to speak, write and read in English. Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers Speak local language. English language skill both written and verbal is a plus. 
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
• Flexibility - Weekend and holiday shifts are all part of the job
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

How Do I Deliver This?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests.
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people