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Guest Service Supervisor

Mondrian - Doha

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Company Description

From high-octane lobby socialising to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

Job Description

What do we expect from you?

Under the guidance of the Front Office Manager / Director of Front Office or any other authorized by the management, and within the limits of Mondrian Doha Policies and Procedures, to provide an efficient and courteous telecommunications service at all times in all aspects of the department.  To ensure all calls are answered within three rings, promptly and politely with a professional attitude whilst recognizing that customer satisfaction is of paramount importance. To ensure the entire PBX/Guest Service team delivers the expected service levels.

How your day looks like?

  • In addition to all the points listed below linked to the PBX/Guest Service Operator position, the Guest Service Supervisor is expected to take ownership and be accountable for the day to day PBX operation. The Supervisors is expected to have a broad knowledge of all Guest Service related tasks and guide the team on each shift.
  • The Guest Service Supervisor needs to ensure that the team is up to date with all operational aspects of the hotel, relevant information, changes of procedures. The Guest Service team is often the first contact for a guest with our hotel, therefore solid knowledge and professionalism needs to show at all times.
  • Additional trainings to be carried out with the team when applicable
  • Meetings with FOM to assess team and personal performance and needs
  • Assisting the FOM and AFOM with guest complaint investigations (opera reports, CCTV footage, order of events etc)
  • Place outside calls and answer the switchboard in accordance with agreed departmental standards.
  • Telephone guests in accordance with their wake-up call requests in line with prescribed standards, and to inform Security if the guest does not answer the call.
  • Provide inland and international calls for guests as required, and to administer and charge these as per procedure.
  • Fully conversant with all aspects of the bleep procedures (including emergency testing).
  • Activate internal and outside pagers according to procedure.
  • Input and keep updated guest messages within TMS.
  • Ensure that guest names are used wherever possible.
  • Ensure use of your own name wherever possible.
  • Correctly take and place room service orders, ensuring that the order is repeated back to the guest as per the procedure.
  • Familiarize yourself with the guest’s needs and requirements in order to ensure an efficient and friendly service.
  • Create and maintain a personal and respectful rapport with regular guests.
  • Carry out telephone cleaning duties as required.
  • Ensure all equipment, especially telephones, mobile phones, bleeps, etc are maintained and kept in good repair.
  • Assist with the reporting of all house phones, fire, emergency and lift phones when out of order.
  • Contact your supervisor when specific difficulties arise.
  • Read the daily instructions board every morning/afternoon/evening, and to observe changes re: bleeps, staff, guests, etc., and to enter the names of key personnel for reference purposes.
  • Undertake and complete any special projects, tasks or other reasonable request by your department head and/or Hotel Management.
  • Continuously endeavor to improve the knowledge of the job.
  • Ensure guest satisfaction by performing such duties as attending to guest requests and enquiries courteously and efficiently, and accepting changes or additions in work hours which are necessary for the maintenance of uninterrupted service to hotel guests and visitors
  • Be aware of short and long-term marketing promotions.
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