Guest Relation Supervisor

Fairmont Hotels & Resorts; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel in Dubai is seeking a motivated Guest Relations Manager to enhance guest satisfaction. This role involves supervising the guest relations team, addressing guest needs, and ensuring top-tier service in a five-star environment. Candidates should have a degree in hotel management and considerable experience in a similar role, ideally suited for individuals who excel in customer service and team leadership.

Benefits

Employee benefit card offering discounted rates at Accor worldwide

Learning programs through our Academies

Opportunity to develop your talent and grow within the property and worldwide

Corporate Social Responsibility activities like Planet 21

Qualifications

• Minimum 3-4 years in a similar role in a five-star hotel.
• Preferably Female.

Responsibilities

• Supervise day-to-day operations of the guest relations department.
• Ensure high standards of service and guest care at all times.
• Handle guest complaints and inquiries professionally.

Skills

Customer Service

Team Leadership

Problem-Solving

Education

University Degree in Hotel Management

Job description

Company Description

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Job Description

• Ensures that all activities adhere to and support the hotel’s quality standards
• To maintain and achieve a high Customer Satisfaction Score for the department
• Conduct Staff appraisals annually and quarterly
• Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of company’s rules and regulations, loyalty to management and inter-departmental co-operation.
• To supervise the day-to-day operation of the guest relations department to ensure high standards of service and guest care at all times.
• To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation
• To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
• To carry out duties of the Guest Relations Agent if required
• To motivate, lead and ensure the continuous improvement of the team to achieve the company’s vision and goals.
• To carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
• To meet and carry out training records/summary within the department as required by the group
• To maintain and distribute the staff attendance summary sheet
• Reply to guest letters and queries
• Respond to internal and external guest complaints in a professional manner.
• To carry out Guest Relations Manager’s coverage as and when required
• To ensure the lobby is maintained and guests are being assisted by colleagues.
• To oversee the organisation of guest cocktails and communicate the approximate number of attendees to the relevant department
• Coordination and communication with the Front Office, Housekeeping, F&B and especially with the General Manager regarding VIPs
• Review guest comments daily and take contact if necessary and possible with the guest for direct action
• To effectively handle all guest complaints concerning the Front Office in coordination with the Front Office, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments, inform the General Manager if required

GENERAL/MISCELLANEOUS:

• To be punctual on duty and ensure the same of your employees
• Be well groomed to the standards laid down. Insist on the same standard for your employees.
• To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures.
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
• To promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction.
• To give full cooperation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the hotel in response to the business and customer needs.
• Ensures oneself is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Maintains a monthly overview of vacation and public holidays of all staff and delivers a monthly consolidated summary to Human Resources.
• Is familiar with all related company documentation and especially with the relevant operational standards for responsibility areas.
• Other duties as assigned.

SPECIAL:

• Assist in Task Force Teams for new openings
• Carry out any other reasonable tasks as required.

Qualifications

• University Degree in Hotel Management
• Minimum 3-4 years in a similar role in a five-star hotel
• Preferably Female

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21