Job Description

Job Title Supervisor - Guest Services
Type of Position Full Time
Department Concierge
Position Description
  • Ensure the smooth operation of the working areas by monitoring the traffic flow. Ensure that the established working procedure is followed without fault
  • Respond to all guests complaints and anticipate whenever possible.  Act within timeframe of the company policies and guidelines, to resolve problems to the guests’ satisfaction
  • Respond to all incidents involving guests in person and ensure that the details of the incident are communicated to the Duty Manager in a timely manner
  • Attend the shift briefing with Duty Manager to review the shift’s activities and unusual matters as well as the next day’s activities so that special requests can be arranged in advance. In the absent of Duty Manager, conduct the briefing accordingly
  • Constantly monitor the public areas in lobbies, Porte Cochere, driveway and bus depot, which must be clean and organized at all times. Make sure the Guest Service team members actively maintain the area  Call Housekeeping for major cleaning tasks
  • Be familiar with all operation devices, system and equipment.  Should there be any damage or malfunction, follow up with the repair.  Ensure all the FF&E of the Guests Service team is properly maintained and used in accordance with OH&S guidelines
  • Lead and ensure all team members perform their job functions as per hotel standard
  • Drive and guide Guest Services team members to handle each guest request professionally.  Ensure all guest requests are attended
  • Performs tasks as directed by the Duty Managers / Managers


Position Requirements
  • High School graduate or Diploma Degree
  • 3 - 4 years or above working experience including two years at supervisor or assistant supervisor level
  • Possess good oral and written communication and people skills
  • Be willing to work any day and night shifts
  • Have a well groomed, professional appearance
  • Be attentive to details and able to meet deadlines within a timeframe
  • Decide on immediate course of action and follow though promptly
  • Speak, write, and understand English and Chinese


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