Guest Relation Supervisor (F&B)

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EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. Our hotels are stunning microcosms of the world's top cities, featuring the finest in dining, entertainment, nightlife, and service to create an enchanting experience that makes your spirit soar!

But to create this magical experience, we need you.

EDITION is hiring warm, out-going, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today.

JOB SUMMARY

 Responsible for Supervising members of the department during shift and ensuring the successful completion of daily shift requirements. Strives to ensure guest and employee satisfaction and assists with following up on service recovery. Assists management in training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

Being the main point of contact for Sales & Marketing in regard to EDITION Amenity Programs.

Key Responsibilities

 Be an ambassador of the EDITION brand.

 Address guests' service needs in a professional, positive, and timely manner.

 Assist other employees to ensure proper coverage and prompt guest service.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

 Thank guests with genuine appreciation and provide a fond farewell.

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

 Ensure all tasks are followed in accordance with checklists.

 Use and file all daily checklists.

 Maintain accurate and up to date VIP logs and handovers to review at the beginning and end of each shift.

 Collect guest preferences using the guest preference form and place in the Black Box.

 Ensure known preferences are acted upon.

 Work with Housekeeping in relation to cleanliness.

 Work with F&B in relation with food serving and delivery.

 Work with Concierge in relation with local area, theatre, and restaurants.

 Work with Reception and Rooms controller in relation to room allocations and check-in/check-out process.

 Responsible of F&B and non F&B amenity coordination and delivery.

 Create Amenity programs for groups and individual guests

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

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