Guest Service Supervisor at InterContinental Chiang Mai The Mae Ping
Hotel Brand: InterContinental
Location: Thailand, Chiang Mai
Hotel: Chiang Mai The Mae Ping (CNXWC), 153 Sridonchai Road Chang Khlan, Mueang Chiang Mai, 50100
Job number: 140054
Key Responsibilities Guest Service Excellence
- Ensure all guest interactions reflect the hotel’s luxury standards, focusing on personalized, warm, and efficient service.
- Act as the first point of escalation for resolving guest concerns, complaints, or special requests, ensuring swift and satisfactory resolutions.
- Monitor and maintain the lobby, reception, and other guest-facing areas to ensure a welcoming and polished atmosphere.
- Ensure team members are consistently delivering InterContinental’s brand promise and creating memorable guest experiences.
- Supervise the Guest Services team, including front desk, concierge, and bell services, ensuring daily tasks are completed to the highest standards.
- Assist in training and onboarding new team members, focusing on luxury service delivery, brand standards, and guest engagement.
- Provide ongoing coaching and performance feedback to team members to foster a culture of excellence and continuous improvement.
- Manage scheduling to ensure adequate staffing levels during peak times and seamless service coverage.
- Oversee daily front office operations, including check-ins, check-outs, room assignments, and handling VIP and group arrivals.
- Monitor billing processes to ensure accuracy and resolve discrepancies or issues promptly.
- Coordinate with other departments, such as Housekeeping, Engineering, and F&B, to ensure a cohesive and exceptional guest experience.
- Assist with implementing and maintaining the IHG Standard protocols, ensuring the health and safety of guests and employees.
- Develop and maintain strong guest relationships, identifying opportunities to exceed expectations and create loyalty.
- Promote IHG Rewards Club membership and encourage guests to participate in loyalty programs.
- Ensure VIP guests and repeat visitors receive personalized attention, including welcome amenities and tailored services.
- Prepare and share daily operations reports, guest feedback, and any issues with the Front Office Manager.
- Ensure seamless communication across shifts, including effective handovers to maintain continuity in guest service.
- Monitor guest feedback on platforms such as guest comment cards, online reviews, and surveys, identifying trends and opportunities for improvement.
- Diploma or degree in Hospitality Management or a related field.
- Minimum 2-3 years of experience in front office or guest services roles, preferably in a luxury hotel environment.
- Strong leadership skills with prior experience supervising a team.
- Excellent communication and interpersonal skills, with fluency in English; additional languages are a plus.
- Exceptional problem-solving abilities and a guest-centric mindset.
- Proficiency in hotel management systems (e.g., Opera) and Microsoft Office Suite.
- Ability to handle pressure and maintain professionalism in a fast-paced environment.
- Flexibility to work varied shifts, including weekends and holidays.
لا تستوفي جميع المتطلبات تمامًا، ولكنك لا تزال تعتقد أنك ستكون مناسبًا تمامًا للوظيفة؟ لن نعرف أبدًا ما لم تضغط على زر "تطبيق". ابدأ رحلتك معنا اليوم.
