Guest Relation Supervisor

Minor International; Dubai; On-site; AED 201,000 - 357,000; Full time

Job summary

Anantara Dubai Palm Jumeirah Resort & Spa is seeking an experienced Guest Relations professional to lead guest services at a top-tier luxury resort in Dubai. You will ensure exceptional service, manage arrivals/departures, and coordinate with Concierge and Front Office to maximize guest satisfaction.

Ideal candidates have a hospitality degree, 23 years in guest relations or supervisory roles, strong communication, and proficiency with hotel software.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
• Exceptional communication and interpersonal skills.
• Strong problem solving and conflict resolution abilities.
• Proficiency in hotel management software (e.g. Opera Fidelio) and Microsoft Office Suite.
• Multilingual abilities are an advantage.

Responsibilities

• Lead the Guest Relations function across the resort to ensure guest satisfaction.
• Provide prompt, courteous and efficient service to all guests.
• Coordinate arrivals, departures, and guest enquiries with relevant teams.
• Elicit guest feedback and take action to maximize satisfaction.
• Prepare accurate room folios/bills and ensure timely settlement.
• Maintain safety, records, and compliance with policies and procedures.
• Coach and mentor the Guest Relations team and enforce house rules.

Skills

Exceptional communication

Interpersonal skills

Problem solving

Conflict resolution

Multilingual abilities

Education

Bachelor's degree in Hospitality Management

Tools

Opera Fidelio

Microsoft Office Suite

Job description

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Employees at Anantara Dubai Palm Jumeirah Resort & Spa always find new ways to look after the business their guests and their associates. Within this the key responsibilities for this position are:

• Is responsible for Guest Relations function of the resort.
• Provide prompt courteous and efficient service to all guests so as to achieve a high level of customer satisfaction.
• Facilitate an efficient arrival and departure formality for all guests.
• Assist guest in resort activity enquiries/requests.
• Ensure that established levels of guest service are maintained at all times within the reception area.
• Actively elicit guest feedback and preferences regarding resort services and ensure action is initiated on the same to maximize guest satisfaction.
• Ensure guest errands are executed as directed.
• Prepare all information collaterals for guests and related departments as per the policy and standards.
• Ensure guests are personally welcomed and greeted by name and escorted to their rooms on arrival.
• Provide information on resort services and facilities as well as local attractions and general enquires as requested.
• Ensure a member of management is in attendance of all arrivals and departures.
• Ensure sufficient stocking of welcome beverage refresh towels and special departure expressions are maintained.
• Coordinate transportation for guests in collaboration with the Concierge Bell Captain and Bell Men including buggy and car transfers.
• Provide complete assistance to guests on arrival and departure (check in and check out).
• Prepare accurate room folios / bills and ensures settlement of the same.
• Responsible for all check outs being done efficiently and accurately.
• Handle difficult situations effectively following resort policies and procedures.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resorts Policies & Procedures to achieve the overall objectives of this position.
• Ensure proper record keeping and documentation as per statutory and organizational requirements.
• Closely liaise with Guest Services Centre in ensuring all follow ups are done in a timely manner.
• Ensure correct documentation of all transactions at Front Office during shifts.
• Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager / Duty Manager.
• Keep superior promptly and fully informed of all problems or unusual matters of significance.
• Ensure safety and security of guests belongings.
• Adhere to all organizational policies and standards.
• Actively participate in selling excursions and coordinating recreation spa and Food & Beverage.
• Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure.
• Attend behavioral and vocational training in own and related work areas to enhance skills and develop multifunctionality.
• Lead the Guest Relations team by example.
• Train mentor and coach the Guest Relations team.
• Ensure that all fellow associates follow Safety rules and operating procedures.
• Is aware of all house rules and assists in enforcing them on associates.
• Always conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise.
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
• Project at all times a favorable image of the company resort and department.

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Qualifications :

• Education:Bachelors degree in Hospitality Management or a related field preferred.
• Experience: Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problemsolving and conflictresolution abilities.
  • Proficiency in hotel management software (e.g. Opera Fidelio) and Microsoft Office Suite.
  • Multilingual abilities are an advantage.
• Personality: Warm approachable detailoriented and customerfocused.

Remote Work :

No

Employment Type :

Fulltime