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 limited to, overseeing the entry of daily revenue including receiving of cash or credit card collection and posting in the POS from the staff, as well as ensuring the staff provide professional and qualitative service orientated 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, serve 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 yourself and your staff, give a warm welcome and register guests in accordance with the SOPs
• Ensure yourself and your Staff, Bid farewell and invite guests for future visits in accordance with the established standards
• Ensure staff, Achieve memberships target as assigned
• In charge of walk-in guests and responsible for day-to-day guests’ issues
• Ensure staff are Collecting payments cash or cards for membership fees 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 escalate to Duty supervisors
• Anticipate guest needs and build rapport with them, responding quickly and efficiently to guest concerns
• Ensure compliance with health and quality standards
• Contributing to the development of guests’ satisfaction programs
• Coming up with concepts to ensure staffs work life balance is maximised,
• Communicate with guests in-person or via phone or email, follow-up to ensure that each query or complaint until it’s been resolved to their satisfaction Any other Ad Hoc duties that maybe assigned by management from time to time
• Conducts 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.
• Having updated knowledge of the products, services and promotions provided by the resort various opening hours and other relevant information of the facility.
• Take necessary form and documentation on guests registering for membership including briefing members of the terms and benefits
• Ensure staff, Compute bill, collect payment and post in the POS system. Compute proper change to all foreign currency accepted for settlement.
• Report all incidents, accidents and guest complaints to the 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 show on remittance envelopes.
• Ensure staff, Manage documenting rebate or refund 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 of cash and credit sales.
• Ensure staff Complete cashiers audit checklist.
• Maintain appropriate standards of conduct, dress, hygiene, uniform appearance and professionalism at all times
• To undertake ongoing training in first aid, fire suppression and other such courses as deemed necessary by the Al Forsan.
• Follow company policies and procedures, demonstrate efficient teamwork and contribute to the success of the Al Forsan International Sports Resort
• To perform other duties that management may from time to time reasonably require,
• Assisting 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
• Working with the HOD on any requests set forth for the division,