Guest Service Supervisor

Job description / Role

Company Description

From high-octane lobby socializing to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

Job Description

What do we expect from you?

Under the guidance of the Front Office Manager or Director of Front Office or any other authorized by the management, and within the limits of Mondrian Doha Policies and Procedures, to provide an efficient and courteous telecommunications service at all times in all aspects of the department. To ensure all calls are answered within three rings, promptly and politely with a professional attitude whilst recognizing that customer satisfaction is of paramount importance. To ensure the entire PBX/Guest Service team delivers the expected service levels.

How your day looks like?

• In addition to all the points listed below linked to the PBX/Guest Service Operator position, the Guest Service Supervisor is expected to take ownership and be accountable for the day-to-day PBX operation. The Supervisor is expected to have a broad knowledge of all Guest Service related tasks and guide the team on each shift.
• The Guest Service Supervisor needs to ensure that the team is up to date with all operational aspects of the hotel, relevant information, and changes of procedures. The Guest Service team is often the first contact for a guest with our hotel, therefore solid knowledge and professionalism needs to show at all times.
• Additional training to be carried out with the team when applicable.
• Meetings with FOM to assess team and personal performance and needs.
• Assisting the FOM and AFOM with guest complaint investigations (opera reports, CCTV footage, order of events, etc).
• Place outside calls and answer the switchboard in accordance with agreed departmental standards.
• Telephone guests in accordance with their wake-up call requests in line with prescribed standards, and to inform Security if the guest does not answer the call.
• Provide inland and international calls for guests as required, and to administer and charge these as per procedure.
• Fully conversant with all aspects of the bleep procedures (including emergency testing).
• Activate internal and outside pagers according to procedure.
• Input and keep updated guest messages within TMS.
• Ensure that guest names are used wherever possible.
• Ensure use of your own name wherever possible.
• Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
• Familiarize yourself with the guest's needs and requirements in order to ensure an efficient and friendly service.
• Create and maintain a personal and respectful rapport with regular guests.
• Carry out telephone cleaning duties as required.
• Ensure all equipment, especially telephones, mobile phones, bleeps, etc. are maintained and kept in good repair.
• Assist with the reporting of all house phones, fire, emergency, and lift phones when out of order.
• Contact your supervisor when specific difficulties arise.
• Read the daily instructions board every morning, afternoon, and evening, and to observe changes regarding bleeps, staff, guests, etc., and to enter the names of key personnel for reference purposes.
• Undertake and complete any special projects, tasks, or other reasonable requests by your department head and/or Hotel Management.
• Continuously endeavor to improve the knowledge of the job.
• Ensure guest satisfaction by performing such duties as attending to guest requests and inquiries courteously and efficiently, and accepting changes or additions in work hours which are necessary for the maintenance of uninterrupted service to hotel guests and visitors.
• Be aware of short and long-term marketing promotions.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.