Guest Liaison Supervisor wanted by SERCO – Abu Dhabi

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Guest Liaison Supervisor – Success Profile
Reporting to: Key IFS Account Manager, ADGM
Division / Function: IFS
Base location: ADGM
Key purpose
Guest Liaison Supervisor to make clients feel at home and to guarantee their contentment. You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honouring guests’ requests and to achieve high levels of guest satisfaction and engagement.

Reason for role
Client requirement
Based on the specific requirement of the role
Key accountabilities

Ensure and provide flawless, upscale, professional and high class guest service experiences
Experience of working on a switchboard co-ordinating a high volume of calls during peak periods, prioritising work and situation
Experience of basic clerical duties and office procedure
Respond to guests needs and anticipate their unstated ones
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
Promote all amenities, conveniences and programs offered
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
Essential technical and professional skills, knowledge and qualifications

Proven working experience as guest liaison supervisor.
Working experience in hospitality
Adequate knowledge of personalized services principles and processes
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
Familiarity with industry’s latest trends
Hands on experience with guest relationship management software
Proficiency in English, multilingualism will be considered an asset
Guest service orientation and drive
Excellent problem resolution skills along with outstanding communication and active listening skills
Ability to work flexible hours
Highly responsible and reliable with a professional presentation
BS degree in hospitality management, business administration or related field
Additional / special features of the role

Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process