Customer Experience Supervisor

Roles and responsibilities

• Attend the Pre-Arrival meeting, highlighting VIP guests’ arrivals and contacting key guests to promote the Leisure & Spa services and facilities.
• Develop in-house Leisure Guest tracker to establish needs, interests, movements, special occasions, requests or activities to do in MOAUH.
• Work closely with Guest Relations, Concierge, EP Club, Palace Butlers and F&B outlets.
• To organize and relay all requests relating to guest interests, to the relevant department and to ensure that all reservations are confirmed accordingly.
• Liaise with reservations for future hotel bookings and contact key guests promoting the Leisure & Spa services and facilities.
• Organize and provide housekeeping with Leisure & Spa welcome appointment letters for guests’ arrivals for the following day.
• To implement and monitor a data collection system in Leisure & Spa operations for birthdays, anniversaries and special occasions for all guests. Link this with memorable moments of their stays to create a digital memory that can be sent with the Birthday wishes and/or anniversary of stay.
• To monitor and/or implement a guest feedback system for Leisure & Spa guest departures
• To organize and to carry out all duties relating to any special arrangements for Leisure & Spa guests with the relevant departments
• To monitor and follow up guest complaint return visits to achieve maximum guest satisfaction and provide feedback to the Management
• To work in liaison with the Leisure Manager and Director of Spa and Wellness on monthly TrustYou results
• To entertain guests and VIPs, building relationships with them whilst encouraging regular guests
• To assist the Leisure & Spa reception with check-in and check-outs, aiding in the efficient flow of service if required
• To update the Leisure & Spa database on guests’ history profiles and guest preferences providing accurate information at all times
• To promote the Leisure, Spa and Hotel facilities to all guests and visitors
• To ensure that the uniform provided is kept clean, presentable and in good condition, ensuring personal appearance and hygiene standards are an example for the team and demonstrate a professional image for our guests
  

Periodic Duties

• To collect information relating to guest complaints monthly to provide back up for service delivery objectives to the Leisure Manager & Director of Spa & Wellness
• Provide monthly information summaries to the hotel departments on the Leisure & Spas activities and promotions for guests and colleagues
• Assist the Leisure & Spa teams to innovate their offerings based on guest feedback
• Meet with the hotel reservations & sales team in groups, weddings & other events to determine if there is an opportunity for Leisure & Spa activities
• Attend all general Leisure & Spa colleague meetings, provide guests comments, VIP guest arrivals and information on guests
• Results of the guests’ feedback system to be collated and provided to the Leisure Manager & Director of Spa & Wellness monthly

Desired candidate profile

• To collect information relating to guest complaints monthly to provide back up for service delivery objectives to the Leisure Manager & Director of Spa & Wellness
• Provide monthly information summaries to the hotel departments on the Leisure & Spas activities and promotions for guests and colleagues
• Assist the Leisure & Spa teams to innovate their offerings based on guest feedback
• Meet with the hotel reservations & sales team in groups, weddings & other events to determine if there is an opportunity for Leisure & Spa activities
• Attend all general Leisure & Spa colleague meetings, provide guests comments, VIP guest arrivals and information on guests
• Results of the guests’ feedback system to be collated and provided to the Leisure Manager & Director of Spa & Wellness monthly
  

Occasional Duties

• To attend and assist with promotional Leisure & Spa events and meet and greet VIP weekend spa guests
• To provide a monthly report to Leisure & Director of Spa and Wellness on all activities completed, wins and losses
• To carry out any other reasonable requests as directed by your Leisure Manager & Director of Spa & Wellness
  

Key Competencies And Background

• A few years of experience in the entertainment industry is preferred, experience in various performance styles
• Outstanding creative and artistic skills
• Excellent communication and interpersonal skills
• Ability to work well in a team and collaborate with others
• Physical stamina and ability to perform for extended periods of time