Guest Relations Supervisor at Elizabeth Maddeux

Role Overview

• The Guest Relations Supervisor is responsible for ensuring an exceptional guest experience by overseeing the front desk and concierge services, handling guest concerns, and implementing customer service initiatives.
• This role requires strong leadership, excellent interpersonal skills, and a deep understanding of hospitality standards to enhance guest satisfaction and loyalty.

Key Responsibilities

• Supervise and support the front desk and concierge teams to ensure seamless guest interactions.
• Greet and engage guests upon arrival, ensuring a personalized and warm welcome experience.
• Address and resolve guest complaints, concerns, and special requests professionally and efficiently.
• Monitor and enhance customer service standards, ensuring all staff deliver a high level of hospitality.
• Oversee VIP guest experiences, ensuring their needs are met with exceptional attention to detail.
• Maintain accurate guest records and preferences to provide personalized services.
• Coordinate with housekeeping and maintenance teams to ensure guest rooms and facilities are well-maintained.
• Assist in training and mentoring front office and guest relations staff on customer service excellence.
• Implement guest feedback collection and analysis to improve overall hotel service.
• Collaborate with sales and marketing teams to promote special offers, loyalty programs, and hotel events.
• Manage reservation-related issues, including overbooking, special accommodations, and upgrades.
• Ensure compliance with health, safety, and security regulations to provide a safe environment for guests.
• Monitor online reviews and respond professionally to guest feedback on digital platforms.
• Organize and coordinate special events and celebrations for guests upon request.
• Assist in preparing guest satisfaction reports and present recommendations for service improvements.
• Maintain professional relationships with travel agencies, corporate clients, and VIP guests.
• Ensure all guest relations staff adhere to hotel policies and service standards.
• Develop and oversee guest loyalty programs to increase retention and repeat bookings.
• Monitor and analyze guest experience trends to develop service improvement initiatives.
• Assist in handling emergency situations, such as guest medical issues, evacuations, and security concerns.
• Work closely with the food and beverage department to ensure a seamless dining experience for guests.
• Supervise concierge services, ensuring guests receive accurate travel, entertainment, and dining recommendations.
• Coordinate transportation services for guests, including airport pickups and special travel arrangements.
• Prepare daily guest reports and brief management on key guest interactions and concerns.
• Foster a guest-centric culture among all staff members through continuous engagement and training.
• Oversee lost and found services, ensuring proper documentation and guest retrieval procedures.

Requirements

• Bachelor's Degree, HND, or OND in Hospitality Management, Business Administration, or a related field.
• Minimum of 3-5 years of experience in guest relations or front office roles within the hospitality industry.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency in hotel management software and Microsoft Office Suite.
• High level of professionalism, discretion, and attention to detail.
• Ability to work in a fast-paced, customer-focused environment.
• Strong knowledge of hospitality etiquette, cultural awareness, and customer service trends.
• Availability to work flexible shifts, including evenings, weekends, and holidays.