Constance Belle Mare Plage

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Guest Service Communication Supervisor

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Job Brief

The Guest Service Communication Supervisor leader provides leadership, supervision, training and motivation to Guest Service Communication Team which include Guest Service Communication assistants.

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

1. General

At all times offer graceful, personalized and caring service towards all the guests as you are an ambassador of Constance Belle Mare Plage experience philosophy.
At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner.
Always address the guests with their name, keeping an eye contact and smile.
At all times take ownership of guests request and do not refer guests elsewhere.
At all times adhere to the grooming and etiquette standards of the resort.
Always display punctuality and good attendance as an act of responsibility towards guest service and towards your colleagues.
Always be courteous, considerate, supportive and respectful towards other team members of Front Office, Guest Relations, Reservation and rest of the resort.
Ensure to keep yourself updates with role of Front of the House in Fire, Tsunami and First Aid standards, through trainings.
Attend all the trainings you are assigned to within your department or on resort level.
Ensure that all front office team members demonstrate proactive and enthusiastic guest care.
To be a role model of effectiveness and helpfulness at all times.
Supervision of all aspects of Guest service operations established standards.
To train ALL Guest Service Communication Team members on all aspects for Opera System.

2. Operations

Ensure that all complaints are immediately followed up on and communicated to the relevant departments and resolved within 24 hours.
Ensure that a complete and updated guest history system is maintained.
Ensure Property Management system is operational. To highlight any defect to IT department to avoid any interruption in daily operations.
Ensure that the team always action all procedures as set down in the Shift Procedures.
Ensure that all accounting procedures area carried out in accordance with Resort policies and procedures.
To carry out weekly spot checks.
Liaise closely with Housekeeping of all incoming guests requirements are met during daily rooms operations meeting.
To follow-up on long stay guest’s requirements and added values.
To ensure that highlighted VIP guests are correctly followed before departure day.
To refer to Sales and Guest Relation Manager for any last minute emergency.
To pro-actively sell and promote the various outlets and services of the resort to our guests
To ensure that the Guest Service supplies are reordered on a correct and timely system
To perform any other duties as assigned by Management
To ensure that Alliants requests are handled efficiently.

3. Management

To produce all administrative and statistical reports required by the Sales & Guests Relations Manager.
To monitor Guest Service annual leave forecast plan, roster and attendance.
To ensure structured handovers and briefing are carried out for each shift.
To ensure that team members are rostered in accordance with Business needs and the Training activities within the resort.
To supervise team members behavior and take immediate corrective action when below CBMP standards.
To prepare performance appraisal of all Guest Service Communication Assistants, and refer to Sales & Guests Relations Manager for evaluation.
To supervise implementation of training plan of departmental trainer.
To ensure SOP are easy access, understandable and implemented.
To communicate regularly with the Sales & Guests Relations Manager to keep him/her fully informed.
To communicate with all the departments, keeping them informed concerning any plans affecting their area.
To initiate Team member verbal guidance when needed.
To highlight to Sales & Guests Relations Manager any misconduct or non respect of procedures for disciplinary action process.
To suggest areas of improvement according to Market Metrix scores and comments.

4. Environment Awareness

To ensure Guest service Areas are in a good state of maintenance and cleanliness.
To ensure regular revision of IT equipment, in coordination with IT..
To ensure a practical and efficient work environment : to suggest any areas of improvement to the Sales & Guests Relations Manager.

Candidate profile:

Qualifications:

Middle or Secondary Education + Additional training or certificates in the relevant field.

Experience:

A minimum of 3 year of experience in hotel industry.
Proven experience working in a top luxury resorts.
Experience working in remote island locations is a plus.

Technical skills:

Telephone skills.
Verbal communication.
Professionalism.
Excellent organizational skills.
Multitasking and time-management skills.
Fluency in English and another language, written and verbal communication.
Knowledge of a third language is a plus.

Dipartimento: Assistenza clienti

L'azienda

Situated on the east coast of Mauritius, Constance Belle Mare Plage enjoys a unique setting with its 2-km beach of white sand and 15 hectares of lush gardens.
The beach is perfectly protected by an offshore coral reef, making it suitable for all water sports activities.

Guests have access to other facilities like the gym, U Spa featuring Ymalia, tennis courts, kids’ club and a range of boutiques.

Its seven restaurants and six bars have contributed to the fame of Constance Hotels and Resorts’s culinary spirit.

With its two 18-hole golf courses, Constance Belle Mare Plage launched the first PGA-approved golf tournament in Mauritius and is the proud golf pioneer on the island.

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