Job Purpose
The Hotel Supervisor is responsible for the monitoring, supervision and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.
Duties and Responsibilities include
Hotel Duty Management
Implement the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer's journey from arrival until departure throughout the hotel
Conduct shift briefings and handovers and communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
Compile plans and manage the execution of any new projects and offerings for the hotel
Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion set-ups, troubleshooting in various areas.
Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
Oversees staff appearance and front of house appearance/ functioning of equipment and systems
Maintain operational standards across the property (e.g. housekeeping, maintenance, etc)
Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution
Ensure the collateral in public areas is professionally presented
Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
Complete shift reports
Compliance Management
Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
Monitor audit results for all operations including service providers and business partners and address any non-compliance
Monitor the storage of stock and operating equipment and processes
Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective
Customer Experience Management
Ensures that guests are treated with courtesy and respect at all times
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
Be present on the floor during service / promotions or functions
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
People Supervision
Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Identification of employee training needs
Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Supervise employee relations within the hotel
Staff communication and motivation
Performance contracting, reviews and development
Assist in providing resources and removing obstacles to performance
Stakeholder Relationship Management
Provides relevant guidance and support to operational teams and stakeholders
Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
Informs department / staff of information required to perform the duties and relevant operation effectively
Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
Communicates any special guest requirements or events to other relevant operating departments
Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, housekeeping, maintenance, etc.
Know How
Requires specialised knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers
Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain;
Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently;
Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements
Interact with customers and operational teams - influencing, motivating and encouraging specific behaviour
Problem- Solving
Apply business acumen and sound common sense to the overall management of operations and teams within defined standards;
Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges;
Consider all the facts, options and possible outcomes prior to making decisions;
Analyse and diagnose product performance issues in order to maximise or leverage the strengths of the team in a competitive environment
Deal with diverse problems in own area, using judgment and discretion to resolve them
Accountability
Provide information and make recommendations regarding products and services that will meet customer needs;
Suggest initiatives to increase penetration of customer base;
Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations;
Solutions should be profitable and ensure the correct customer behaviour in terms of product usage;
Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering
There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability
Job Requirements
Minimum Requirements
Education
3-Year Hotel School Diploma or equivalent
Experience
Minimum of 5 years' experience with 3 years in a supervisory position in the hospitality industry
Previous experience as a duty management is an advantage