Guest Experience Supervisor

Responsibilities
• Support in training guest service staff from the FM company for high standards for guest service delivery and efficient communication.
• Ensures all guests are assisted with any complaints / service issues, in a professional, bespoke, and timely fashion.
• Establish a professional, open, and friendly relationship with office tenants, residence owners and hotel team.
• Review and maintain, relevant policies and procedures on guest services in coordination with the BOM and Head of Operations.
• Establish guest service strategies for the different components of the Tower in the initial stage and of the overall district moving forward.
• Assist the head of Operations in the preparation of weekly / monthly service level reports.
• Review all relevant third-party online sites for reputation management. Answer all guest comments within pre-established parameters and a timeline.
• Analyse reports/customer feedback and create a solution-based approach to rapidly tackle high impact issues.
• Assist in monitoring KPI’s for all personal of the Uptown Tower BOM team.
• Responsible to ensure all public areas of the Tower / Atrium and Plaza are in perfect condition in appearance and cleanliness.
• Conduct daily site inspections with BOM team and Head of Operations. Report defects to the BOM team and review completion of work.