Franchise Hotel - Guest Relation Manager

InterContinental Hotels Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

InterContinental Hotels Group is seeking a Guest Relations Manager for voco hotels in Dubai. In this role, you will be the main contact for VIP guests, ensuring their needs are met while managing feedback and complaints effectively. Ideal candidates will possess strong communication skills and experience in customer service management, coupled with a passion for creating exceptional guest experiences.

Benefits

Competitive salary

Wide range of benefits

Qualifications

• Excellent verbal and written communication skills required.
• Ability to deal with difficult interactions and work under pressure.
• Previous managerial experience in a customer service function.

Responsibilities

• Serve as the main point of contact for VIP guests.
• Manage guest complaints and feedback effectively.
• Coordinate with various hotel departments regarding guest requirements.

Skills

Excellent verbal and written communication skills

Ability to deal with difficult interactions

Managerial experience in customer service

Flexibility to respond to various situations

Passion for exceptional guest service

Job description

[aboutus]

Join voco hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco hotels

[daytoday]

Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re searching for a Guest Relations Manager capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.

Every day is different, but you’ll mostly be:
● Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements
● Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner
● Keeping close contact with guests for feedback, complaints and compliments – and following it up
● Managing, recording and resolving guest or customer complaints promptly
● Keeping other operating departments in the loop with important guest relations matters – from Food and Beverage and Maintenance to Housekeeping and Front Office

[requirements]

● Excellent verbal and written communication skills
● Ability to deal with difficult interactions and work under pressure
● Managerial experience working in a customer service function
● Flexibility to respond to a variety of different work situations
● A passion for delivering an exceptional level of guest service

[benefits]

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.