Guest Experience Supervisor

To maximize customer satisfaction by providing an efficient and multi-lingual guest contact function as well as directing and controlling all activities of subordinates ensuring the hotel meets its guest satisfaction objectives.

• Prepare duty roster ensuring most efficient use of manpower resources.
• Key in guest arrival details from guest registration cards accurately and punctually.
• Post charges to individual or group folios acurately and punctually.
• Ensure that all group billing instructions are properly adhered to.
• Obtain credit card approvals for in-house guests prior to departure.
• Check and post PPV bills to guests folios.
• Conduct money changing transactions accurately and efficiently as per hotel policy.
• Close at the end of each shift and balance individual transactions and cash float.
• Prepare and handle guest billing procedures on check out.
• Assist in the key inventory and control procedures.
• Handle guest complaints, inquiries, comments and initiate appropriate action and follow-up.
• Coach, counsel, discipline and develop all subordinate employees.
• Assist in the selection, training and evaluation of subordinate employees.
• Carry out administrative requirements as directed.

• Contributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.
• Performs additional duties as directed by supervisors.
• Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.
• Is fully conversant with al health and safety, fire and emergency procedures.
• Maintains a high standard of personal hygiene, dress, uniform, and body language.
• Is polite and professional in any situation where the image or reputation of the hotel is represented.
• Attends meetings and training as required by supervisors.
• Ensures that all activities are carried out honestly, ethically and within the parameters of local law.
• Interacts with guests actively soliciting feedback.

• Minimum 3 years of experience in guest relations, customer service, or hospitality management
• Proven supervisory or team leadership experience managing staff in a customer-facing environment
• Excellent interpersonal, communication, and motivational skills with ability to lead and inspire teams
• Strong conflict resolution and problem-solving abilities with composure under pressure
• Proficiency in hospitality management systems and software
• Organizational skills with ability to manage multiple priorities simultaneously
• Cultural awareness and knowledge of hospitality industry standards and best practices

• Opportunity to join the first Raffles in Bahrain
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.