Job Description Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check-in to Check-out. This includes but is not limited to; Supervise all necessary documents that have been prepared by the hosts, such as registration cards, spa treatments, and restaurant confirmation, as well as any other item that may support efficient and timely check-in/out processes. Ensuring that the team is updating any Guest preferences (i.e. Bespoke Options and/or Experiences, Room specifics) are recorded on the guest history page and are well introduced to the appropriate departments for follow-up. Audit the check in process: escorting guests to their room, Restaurants, Spa, etc. Making sure of the prompt and tactful response to any Guest complaint that may arise. Supervise the constant training for the PBX, Guias and Itinerary Designer team making sure their understanding Making constant audits to ensure Forbes and Auberge Standards, policies and procedures in the department are properly understood and followed through. Supervise and maintain a very high standard of personal hygiene, behavior and grooming standards of Guest Services staff. Cooperate and coordinate teamwork with other departments. Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, area attractions, spa, and dining booking, as needed. Organize and maintain the Reception counter, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures. Is familiar with all Etereo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests. Must share clear expectations to the team The Guest Experience Supervisor has to be able to identify improvement points and work in action plans with the Guest Experience Manager. Must maintain excellent relationships within the Guest Service Department and must familiarize oneself with the operations and priorities of all other hotel operating departments. Perform other duties as directed, developed or assigned. Qualifications A genuine affinity for interacting meaningfully and positively with Etereo teammates. Self-confidence and leadership skills Two years’ experience at a hotel Able to work on a flexible schedule, including weekends and holidays, according to department needs Drive to learn multiple computer programs and continually refine processes.. Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing. Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction. Ability to think critically and solve problems as they arise. Ability to compute basic mathematical calculations. Ability to input and access data in a computer. Ability to be a clear thinker and remain calm under pressure. Ability to maintain the confidentiality of guest information and designated hotel data. Ability to work cohesively with other departments and individuals as part of a team. Ability to prioritize and follow up on work assignments. Awareness and sensitivity to the concept of luxury and quality Responsive and genuine with guests and colleagues Incorporates customer information as part of the overall strategy Understands the value of employees, customers and profit link Confident with guest interactions Communicates and compelling vision Inspires co-operation and commitmentHas a sense of urgency Communicates clearly and persuasively Open to feedback and learning Achievement and goal oriented #J-18808-Ljbffr