Guest Relations Supervisor - Pullman Cape Town City Centre at Accor Hotel

• Ensuring that all Pullman service standards and operational procedures are adhered to in all interactions with Guests and colleagues.
• Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name.
• Reviewing reservations and Guest preferences to ensure all standards are met.
• Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift.
• Following the Hotel’s telephone etiquette standards when handling internal and external calls.
• Remaining observant and responds to each Guest who approaches the Reception Desk.
• Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile.
• Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests.
• Developing and maintains strong Guest relationships to ensure Guest loyalty.
• Actively participates in departmental meetings, providing new ideas to improve service.
• Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. 

Qualifications

• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must be flexible in terms of working hours 
• Must have excellent written/verbal communication and Guest interpersonal skills
• Knowledge of computerized Front Office systems.
• Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs.
• Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
• Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis. .
• Previous experience in Front Office Operations including Front Desk and Reservations