The Guest Relations Senior Supervisor will be hired to be part of the Guest Relations Team. This role requires an individual who has an outgoing personality and excellent guest service skills to provide an unparalleled service experience to our exclusive VIP guests. This Guest Relations Senior Supervisor will be managing the first impressions of our guests and should perform duties assigned to the highest standards to establish and maintain relationships with VIPs and guests and encourage repeat visits.
Key Responsibilities
• Recognizing VIP and regular guests.
• Monitor and manage daily bookings and ensure reservations have been assigned to maximise seating plan.
• Ensuring CRM system is up to date with customer details and preferences.
• Continuous acquisition of new VIP guests.
• Understand each guest’s needs and preferences to provide personalized service.
• Coordinate reservation requests directly with customers and with Guest Experience Supervisor. • Contribute to the smooth and efficient running of the guest experience journey. • Establishes and maintains positive customer contact at the restaurant/club.
• To generate revenue while maximising existing revenue streams utilizing our active database.
• Assist the Events and Sales Manager with related duties as assigned.
• Always maintaining high grooming standards and professional appearance.
• Communicates guest’s comments to the Guest Relations Managers.
• Actively seek feedback from guests to identify areas of improvement.
• Communicates with management, Guest Relations Team & Service Team to rectify all customer needs, comments, or incidents.
• Responsible for the general upkeep of the restaurant/clubs and facilities, to ensure all VIPs and guests are being always provided the best experience.
• Identify VIP bookings and ensure that they are flagged to the operations team so that special requests and arrangements can be made by the relevant person.
• Performs all other related and compatible duties as assigned.
Requirements
• Minimum Diploma holder.
• Minimally 3 years of work experience in Hospitality, Customer Service preferred.
• Good oral and written communication skills must be fluent and literate in English for communication with stakeholders, bilingual experience preferred. • Ability to maintain a calm composure with difficult customer interactions and customer disputes.
• In-depth experience in managing reservation.
