Summary of Job Responsibilities

As a Guest Services Supervisor, you will be responsible for the overall Guest Services Operations during your shift. This comprises of storage rooms, manpower deployment and break board management.

Lead a team of Guest Services Dispatchers, Bell Captains and front-line bellmen and doorman in achieving service excellence for Guest Services Operations. You are expected to critically support the Guest Services Manager and work with Guest Services Dispatchers to ensure that all the tasks being executed timely according to the standard set by the department.

You will be required to supervise the Front drive operations for Tower 1, Tower 3 and all the storage rooms and set up for groups. You are expected to work closely with the Guest Services Dispatchers, Bell Captains, bellman and doorman.

As Guest Services Supervisor, you are expected to be familiar with MBS’s business processes to understand operations environment. You will be involved in testing and taking the lead of all business application such as PMS, FCS and etc.

You are expected to handle team member’s issues and complex matters such as process failure, complaints, and poor productivity. Moreover, you will be involved in training and mentoring new and current team members. In your role, you will report to the Guest Services Manager and work closely with other internal departments such as Front Office, Housekeeping, Services Management and etc.

Job Responsibilities

• Communicates to team members on departmental updates, issues and guest-related matters during pre-shift briefings.
• Monitors baggage handling requests which include luggage delivery and pick-up for arrivals and departures.
• Supervises the luggage storage rooms to ensure baggage is properly arranged and stored (as recommended) and that the environment is hazard-free.
• Handles baggage-related requests such as long-term/short-term storage, luggage repair and etc.
• Competent to operate property management system to carry out and delegate task.
• Processes guest’s request. In the event, if the request is not directly related to his/her area of capacity, the request is owned and forwarded to the right department.
• Involves in scheduling Bellmen on break board and assist management of scheduling.
• Assigns duties to Bellmen during shift to ensure proper follow-ups.
• Competent to operate FCS system to carry out and disseminate task to the Bellman.
• Register guest in the Property Management System (Opera). Record and update all pertinent data into guest details as needed.
• Be conversant with all facets of the Bell Service operations including fire safety and emergency related procedures.
• Performs any other duties and responsibilities as and when assigned by the management.

JOB REQUIREMENTS

• Certificate in Hospitality Operations from a recognized institution preferred.
• Minimum 2 years in similar capacity or has work in the managerial Hotel role for a large operating environment and team of people.
• Excellent guest relations, communication skills and problem solving skills.
• Skill of basic computer such as Microsoft Words and Excel is essential.

You agree that it is a condition of employment that you adhere to and abide by all rules, regulations, policies and procedures including without limitation the rules of conduct of the Company.