Senior Guest Services Supervisor

Job description

Job Location

Royal Livingstone Resort By Anantara

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

Job Title:                         Senior Guest Services Supervisor

Department:                     Front Office

Reports To:                           Front Office Manager

Responsibility Level:          Section Head

WHAT WE BELIEVE AND HOW WE CHOOSE TO BEHAVE

At Royal Livingstone Hotel By Anantara we always behave in the following way…

• We have pride in the work we do, how we present ourselves, and how we communicate with our guests and our colleagues.
• We use our initiative and always find the best way to solve a problem for a guest or a colleague.
• We work as a team with colleagues across all departments to deliver the highest quality of service on all occasions.
• We always think of new ways to surprise and delight our guests.
• We treat guests and colleagues with dignity and respect.  Everyone is important.
• We hold ourselves to the highest standards of honesty and integrity.
• We are proud to represent our hotel and our country to guests from all over the world.

WHY THIS JOB EXISTS

To serve the needs of the business, our guests and our colleagues by overseeing the day-to-day Front Office operation, maintaining hotel standards and maximising guest satisfaction.

At Royal Livingstone Hotel by Anantara, we are proud to represent our hotel and our country to guests from all over the world.  We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done.  Royal Livingstone Hotel by Anantara employees always find new ways to look after the business, their guests, and their colleagues.   Within this, the key responsibilities for this position are:

Planning and Organising

• Assist the preparation of the Front Office team budget.
• Plan and implement training plans for all Front Office employees.  Conduct regular associate training and monitor its success.  This will involve training in both IT systems and guest-service procedures.
• Maintain full knowledge of the Property Management and Call Centre computer systems.

Operations

• Supervise the functioning of all departmental employees and facilities.
• Take personal responsibility for maximizing quality levels of product and service and guest satisfaction.
• Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance.  Continue to capture best current practice in new LSOPs relating to front office operation.
• Drive the implementation of all sales and promotional programmes of the hotel.  Take personal responsibility for driving Upselling within the property.
• Monitor daily arrivals and action as appropriate for any VIP or special request.  Liaise with housekeeping, room service and guest relations where necessary to complete the action.
• Develop and maintain a motivational working environment within the department.
• Provide coaching and counseling, support and guidance to the associates as required.
• Ensure associates are up to date with current information and data of the hotel products and services including room types, rates, features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
• Conduct regular room and floor inspections to ensure quality standards, complete necessary Engineering Job Order or housekeeping cleaning requests and monitor the results.
• Provide assistance to local representatives of tour operators and travel agencies.

HOW YOU CAN SUCCEED IN THIS ROLE

Within Royal Livingstone Hotel by Anantara, the top-performing people who do this job always demonstrate the following attitude:

• Working with Others:

• They always try to anticipate and exceed the needs of customers and colleagues
• They use their own initiative and good judgement to solve problems in a calm and efficient way
• They enjoy working with others to achieve common goals.  They volunteer as required to ensure the success of the team
• They act with personal professionalism and integrity at all times
• Taking Responsibility:

• They always conduct business honestly and fairly.  They keep sensitive information confidential.
• They can prioritise their workload effectively and be organised and structured at work
• They manage their time and pay attention to detail.  They know their jobs and are able to work without close supervision.
• They display a positive attitude, even under pressure.  They personally check their work to ensure its accuracy.

• Delivering Results:

• They are committed to meeting and exceeding all performance standards
• They constantly look to develop their own professional skills and abilities
• They perform job tasks in line with established policies and procedures
• They always try to provide a top-quality experience to all our guests.

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