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Resort Operations Supervisor

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia PAUSEAWAY Full time

About the Position

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at PAUSEAWAY. As a key member of our front office team, you will be responsible for leading the daily operations of the front desk and overseeing the performance of our front office staff.

Your primary focus will be on managing guest experience throughout their stay, from check-in to check-out. This includes ensuring all guests have a positive experience, monitoring guest satisfaction, and participating in generating sales for our property.

You will work closely with our customer experience team to develop and enhance the guest journey based on brand strategy and guidelines. You will also interact with guests, supervise the fulfillment of their needs, and act as duty manager when needed.

To succeed in this position, you must have excellent communication and interpersonal skills, be able to work autonomously and in a team setting, and possess a self-motivated and creative problem-solving approach.

  • Supervise and manage guest experience pre-arrival, during stay, and after checking out, ensuring all are recorded properly in Property Management Software (PMS).
  • Participate in developing and enhancing the guest journey in collaboration with Customer Experience team based on brand strategy and guidelines.
  • Interact with guests and supervise fulfilling their needs in a reasonable time manner.
  • Act as duty manager when needed, developing efficient communication with different teams in the property.
  • Monitor guest satisfaction throughout different online and offline platforms and suggest required changes.
  • Attend morning briefs at the property and take charge of preparing the team to present important information smoothly.
  • Assist in taking calls, responding to messages, and replying to emails related to guest experience in the property.
  • Conduct B-to-C sales activities and supervise Front Office team performance to achieve monthly and yearly targets.
  • Monitor different B-to-C sales channels and suggest modifications that will enhance sales.
  • Collaborate with B-to-B sales team in directing related sales and managing their contracts.
  • Revise financial documentation on a daily basis and plan needed budgets in collaboration with finance team.
  • Evaluate Front Office team members and facilitate hiring and development plans based on functional needs.
  • Ensure that all team members are following proper shift schedules and quickly find solutions in emergency cases.