Brand Experience Supervisor

Diploma(Hotel Management, Tourism), Bachelor of Hotel Management, Bachelor of Business Administration

Nationality: Any

Job Description

Position: Brand Experience Supervisor

Department: Marketing, Brand, Sales, Events and Brand Experience

Reports to: Brand Experience Manager

Responsible for: Overseeing the Brand Experience Officers

Role overview

The Brand Experience Supervisor is responsible for all the brand experience officers which entails the end-to-end journey of every customer internally and externally. Your role will include but not be limited to overseeing the entry of daily revenue including receiving cash or credit card collection and posting in the POS from the staff, as well as ensuring the staff provide professional and qualitative service-oriented focus to our guests, ensuring their visit to Al Forsan is a memorable experience.

In this role, you should be an excellent communicator who can stay positive when facing difficult situations especially when conflicts and complaints arise as you will be part of the decision-making process. You should be reliable and guest-oriented, serving as a primary point of contact for our staff and guests ensuring the entire customer journey is world-class.

Conditions of work

While main duties are predominately carried out in the Resort Sports Outlets, work may be required in other areas of the property.

Duties & Responsibilities

• Offer consistent professional, friendly, warm, and engaging service to staff and guests alike.
• Ensure you and your staff give a warm welcome and register guests in accordance with the SOPs.
• Ensure you and your staff bid farewell and invite guests for future visits in accordance with the established standards.
• Ensure staff achieve memberships targets as assigned.
• In charge of walk-in guests and responsible for day-to-day guests’ issues.
• Ensure staff collect payments cash or cards for membership fees and cooperate with other departments if required such as F & B, Accounting, etc.
• Ensure that the Guest Service Desk is manned, operationally prepared, and always stocked in order to be available for guests as a point of contact.
• Maintain the privacy of all guests by ensuring that no details of the guests are disclosed.
• Demonstrate a complete understanding of the resort’s policies and procedures and service standards and have full knowledge of the resort’s facilities, products and services, offers, amenities, events, etc.
• Address complaints and go the extra mile to make sure our guests are satisfied where needed, escalating to Duty supervisors if necessary.
• Anticipate guest needs and build rapport with them, responding quickly and efficiently to guest concerns.
• Ensure compliance with health and quality standards.
• Contribute to the development of guests’ satisfaction programs.
• Come up with concepts to ensure staff's work-life balance is maximised.
• Communicate with guests in-person or via phone or email, following up to ensure that each query or complaint is resolved to their satisfaction.
• Conduct all the above in accordance with the resort’s policy.
• Punctually attend assigned duties (should be available at the duty site 10 minutes before the time).
• Present a clean and tidy appearance in accordance with the dress code and resort’s grooming standards and ensure staff follow the grooming standards.
• Communicate in a friendly, tactful, and professional manner with guests, suppliers, as well as colleagues.
• Have updated knowledge of the products, services, and promotions provided by the resort and other relevant information of the facility.
• Take necessary forms and documentation on guests registering for membership including briefing members of the terms and benefits.
• Ensure staff compute bills, collect payments, and post in the POS system. Compute proper change to all foreign currency accepted for settlement.
• Report all incidents, accidents, and guest complaints to your line manager and in briefings.
• Ensure staff reconcile signed credit card slips with batch transmission report. Ensure the sum of monies collected tallies with the amount shown on remittance envelopes.
• Ensure staff manage documenting rebates or refunds for proper approval process.
• Ensure staff provide collection overages and shortages with proper approval and explanation.
• Proper control and issue of wrist bands, gift cards & promotion cards issued by the resort.
• Ensure staff adhere to safety and precautionary measures while handling and depositing cash and credit sales.
• Maintain appropriate standards of conduct, dress, hygiene, uniform appearance, and professionalism at all times.
• Undertake ongoing training in first aid, fire suppression, and other such courses as deemed necessary by Al Forsan.
• Follow company policies and procedures, demonstrate efficient teamwork and contribute to the success of the Al Forsan International Sports Resort.
• Perform other duties that management may from time to time reasonably require.
• Assist events with any usherer or guest relations work required to ensure Al Forsan is always seen in a professional world-class manner.
• Work with your line manager to drive staff and bring a new positive environment to the staff and guests.
• Work with the HOD on any requests set forth for the division.

Desired Candidate Profile

Minimum Qualifications & Experience:

• Diploma or bachelor’s degree preferred.
• 2 to 3 years of experience in a supervisory capacity.