Supervisor

Position Summary

To supervise and co-ordinate the Villa Hosts ensuring maximum customer satisfaction by providing an efficient multi-lingual guest contact function as well as directing and controlling all activities of subordinates ensuring the hotel meets its guest satisfaction objectives.

Primary Responsibility

•  Prepares duty rosters for Resort Villa Hosts.
• Develop and motivate team members through capability development.
• To coordinate and monitor the Resort Villa Host daily tasks to ensure caring, thoughtful and dedicated personalized service is provided all time in accordance with company procedures.
• To greet guests on arrival at the hotel and conduct in room check-in and registration procedures.
• Ensures villas are checked prior to guest check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
• To maintain guest satisfaction levels and feedbacks.
• To handle guest complaints, inquiries, and comments. Log sheet must be recorded and initiate appropriate action and follow up.
• To maintain an up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.
• To conduct inspections of the public areas of the Villa ensuring a high standard of cleanliness, maintenance and initiating appropriate action where necessary.
• To conduct Suite/Villa tour and site inspections when directed.
• To upsell Villa barbecue, spa and other facilities.
• To conduct briefing sessions for on duty team members and ensuring the team is delivering the highest standards of service.
• To assist the cashiers with guest billing procedures.
• To ensure that guest check out arrangements are in order, and to bid the guests farewell.
• To work closely with the Bell and Front Desk in order to expedite the efficient handling of luggage and guest requests.
• To carry out administrative requirements as directed.
• Assists in the selection, training and evaluation of Resort Villa Hosts. 
• Coaches, counsels, disciplines and develops Resort Villa Hosts.

Requirements

• 3 to 7 years of related experience
• College degree, technical certificate or higher
• Excellent English and local language skills
• Fluency in one or more additional language apart from English
• Good customer relations skills
• Positive outgoing personality
• Ability to lead, motivate and develop a team of individuals