Guest Experience Supervisor

* KEY DUTIES / RESPONSIBILITIES:
- Be an accessible representative for guests, directing all guest comments and feedback to
relevant departments
- Create a personal and mature service to guests, pairing them with suitable activities for them
particular demographic
- Enhance the guest experience by providing a professional and informed contact for the
guest to liaise with during their stay
- Coordinate duties and responsibilities of Guest Experience Ambassadors, Guides and
Drivers
- Coordinate with the Transport Manager with all the guest transfer arrangements and
communicate the same with the concerned team members
- Communicate with the Transport Manager on a regular basis in making sure that the arrival
and departure guest transfer are ready 15 minutes prior to the boat departure from the hotel.

General:
-To attend training and meetings as and when required.
- Maintain full confidentiality over the resorts and HR issues
- Maintaining excellent grooming and hygiene ensuring all grooming standards are met in
relation to personal grooming and uniform presentation.
- Take the responsibilities assigned to your position in case of fire drill, evacuation, in
accordance with the Resort Emergency Response Policy
- Actively promote the services and facilities of Per Aquum to guests and other stakeholders
of the Resort.
- Complying with Resort Safety & Environment policies, initiatives and legislation.
- Converses with guests to obtain feedback and suggestions for improvement
- Abiding by all Workplace Health, Safety and Hygiene regulations at all times.
- Abiding by the guidelines set out in the Employee Handbook.

Administration:
- Assist with providing accurate stock take figures when required.
- Inform GEM of any incident in the guest room including damages, unauthorized persons,
complaints and also guest feedback.
- Comply with the Resorts accident prevention and safety procedures.
- Handle guest queries in a timely and efficient manner and provide any information sought by
the guest within your level of authority
- Resolve guest issues to the guest’s satisfaction within your level of authority.
- Keeps track of the attendance on a monthly basis to control punctuality, absenteeism,
overtime and casual labor, in order to make sure staff members have recorded their IN and
OUT duty time
- Responsible to maintain the guest history and preferences for the future references to anticipate
the guest needs
- To ensure all keys logs are maintained and updated at all times.

Team Development:
- Be motivated and committed, approaching all tasks with enthusiasm and seizing
opportunities to acquire new skills or knowledge in order to improve your personal
performance, and ultimately the guest service.
- Maintain a high level of team spirit by developing excellent relationships with the team and
colleagues from other departments, and support them in the pursuit of departmental and
resort goals.
- Always have a positive attitude and take initiative to resolve issues.
- Conduct self in a professional manner at all times. Adheres to the established standard of
conduct and house rules, fire regulations, and department procedures and policies.
- Assists in updating and implementation of all SOP(s)
- Conduct regular briefings and meetings with staff members to share information
- Maintaining shift checklists and associated procedures

Finance:
- Run operations in a cost-effective manner by avoiding unnecessary waste
- Determines the minimum and maximum par stock
- Compiles records and statistics as required
- Monitors costs and expenditures closely to adhere to forecasted budget, and reports to the
GEM, as requested
- Verifies credit list and ascertains the billing is done accurately and payment is settled upon
departure of guests in accordance with the resorts policy

Communication & Team Recognition
- Inform GEM of any incident in the guest room including damages, unauthorized persons,
complaints and also guest feedback.
- Resolve guest issues to the guest’s satisfaction within your level of authority.

Training & Development
- Attend training programs as designated by the resort.
- Effectively train and guide your team in all aspects of guest areas.
- Provides regular feedback to staff members on their performance.
- Empowering and training associates to provide better customer service
语言要求：English (Good)