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.
Não atende a todos os requisitos, mas ainda acredita que seria uma ótima opção para o trabalho? Nunca saberemos, a menos que você clique no botão "Aplicar". Comece sua jornada conosco hoje mesmo.
