Guest Relation Supervisor

AccorHotel; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading hotel in Dubai is seeking a Guest Relations Manager to ensure high standards of service and customer satisfaction. The role involves supervising the guest relations department, addressing guest complaints, and leading a team to achieve the hotel's vision. The ideal candidate will have a degree in Hotel Management and several years of experience in a five-star environment.

Qualifications

• Minimum 3-4 years of experience in a similar role within a five-star hotel.
• Strong leadership and customer service skills required.

Responsibilities

• Supervising day-to-day operations of the guest relations department.
• Handling guest inquiries and complaints professionally.
• Conducting staff appraisals and training.

Skills

Customer Service

Team Leadership

Problem Solving

Communication

Education

University Degree in Hotel Management

Job description

Guest Relations Manager Job Description

The Guest Relations Manager is responsible for ensuring that all activities adhere to the hotel’s quality standards and for maintaining a high Customer Satisfaction Score for the department. Key responsibilities include:

1. Conducting staff appraisals annually and quarterly.
2. Setting a high example in punctuality, appearance, courtesy, performance, attitude, teamwork, guest and staff relations, observance of company rules and regulations, loyalty to management, and inter-departmental cooperation.
3. Supervising the day-to-day operations of the guest relations department to ensure high standards of service and guest care.
4. Handling guest inquiries, problems, or complaints with discretion and tact in an efficient and professional manner to protect the hotel’s reputation.
5. Anticipating guest needs and demonstrating a high and consistent level of service at all times.
6. Carrying out duties of the Guest Relations Agent if required.
7. Motivating, leading, and ensuring continuous improvement of the team to achieve the company’s vision and goals.
8. Conducting regular departmental training and cross-training of staff from other hotel departments.
9. Maintaining and managing training records and summaries within the department.
10. Maintaining staff attendance records.
11. Responding to guest letters and queries.
12. Addressing internal and external guest complaints professionally.
13. Covering for the Guest Relations Manager when required.
14. Ensuring the lobby and guest areas are well maintained and assisted by colleagues.
15. Organizing guest cocktails and communicating the expected number of attendees to relevant departments.
16. Coordinating with Front Office, Housekeeping, F&B, and the General Manager regarding VIP guests.
17. Reviewing guest comments daily and taking direct contact if necessary to address issues.
18. Handling guest complaints concerning the Front Office, coordinating corrective actions, and preventing recurrence.

General/Miscellaneous

• Being punctual and ensuring punctuality among staff.
• Maintaining personal grooming standards and enforcing the same among staff.
• Complying with hotel rules and regulations and understanding disciplinary procedures.
• Promoting employee morale and team pride.
• Representing the hotel professionally and assisting customers promptly and courteously.
• Anticipating customer needs to enhance service quality and satisfaction.
• Supporting colleagues and being flexible to assist in other hotel areas as needed.
• Familiarity with hotel emergency procedures and preparedness.
• Maintaining and reporting staff holiday and leave schedules to Human Resources.
• Understanding operational standards and company documentation relevant to the role.
• Performing other duties as assigned.

Special Tasks

• Assisting in Task Force Teams for new openings.
• Performing additional reasonable tasks as required.

Desired Candidate Profile

Qualifications

• University Degree in Hotel Management.
• Minimum 3-4 years of experience in a similar role within a five-star hotel.