The Guest Experience Supervisor oversees the Guest experience team to deliver exceptional guest services, acting as a liaison between guests and the hotel, and managing various requests like reservations, transportation, and local recommendations. Key responsibilities include handling escalated guest issues, maintaining and exceeding our service standards, coordinating with other departments, and ensuring a personalized and memorable guest experience. The role involves wearing multiple hats: information provider, problem solver, sales representative, public relations agent, activity coordinator, and more, all while maintaining the highest levels of professionalism, efficiency, and warmth.
Reports to: Guest Experience Supervisor
MAIN DUTIES AND RESPONSIBILITIES:
- Provide exceptional and personalized service to guests, responding to inquiries, handling special requests, and offering information on local attractions, dining, and entertainment.
- Professionally and tactfully resolve escalated guest issues and complaints, empowering team members to handle problems effectively.
- Ensure the daily operations of the desk run smoothly, maintain cleanliness and organization, and coordinate with other hotel departments to meet guest needs.
- Guarantee the presence and exclusive assistance of a Guest Service Ambassador to guests of the Villa
- Acquire up-to-date knowledge of the local area, including events, attractions, and services, to provide accurate and tailored recommendations to guests and team members
- Be proactive and innovative in suggesting alternative solutions to enhance guest experiences.
- Act as a liaison between guests and hotel departments to ensure a smooth and enjoyable stay.
- Develop strong relationships with returning guests to encourage loyalty and repeat business.
- Support the Front Office team with administrative duties and guest service tasks as needed
- Monitor and maintain Borgo Pignano guest service standards and ensure adherence to company policies and procedures.
- Manage the preparation and delivery of welcome amenities and personalized guest cards to enhance the guest experience.
- Respond promptly and professionally to guest reviews and surveys, ensuring feedback is acknowledged and appropriate follow-up actions are taken.
- Go beyond the call of duty to exceed guests expectations