Guest Relations Supervisor Anantara

Key Responsibilities:

• Guest Service and Satisfaction
  • Lead the guest relations team in providing warm, personalized service to all guests, ensuring each guest feels valued and cared for.
  • Manage VIP and special guest experiences, coordinating with relevant departments to ensure expectations are met and exceeded.
  • Address guest complaints or concerns promptly and professionally, finding effective solutions to ensure guest satisfaction.
• Team Supervision and Training
  • Train, guide, and motivate the guest relations team to uphold the hotel s service standards and policies.
  • Schedule and manage team shifts to ensure adequate coverage and smooth operations at all times.
  • Provide feedback to team members, supporting their development and growth.
• Operations Coordination
  • Coordinate with the front office, Villa Host, and F&B teams to personalize guest experiences and ensure seamless service.
  • Monitor guest feedback through surveys, reviews, and in-person interactions, identifying areas for improvement and implementing corrective actions.
  • Maintain detailed records of guest preferences, feedback, and incidents to enhance future stays and improve service standards.
• Promotions and Upselling
  • Inform guests about hotel facilities, activities, and promotions, encouraging them to take advantage of available amenities.
  • Identify opportunities to upsell services, upgrades, and packages that enhance the guest experience and increase revenue.
• Quality Control and Reporting
  • Conduct regular quality checks to ensure the team delivers consistent, high-quality service aligned with the hotel s standards.
  • Generate daily, weekly, and monthly reports on guest feedback, complaints, and team performance for management review.
  • Monitor key performance metrics, such as guest satisfaction scores, and take action as needed to maintain high levels of service.