Guest Relation Supervisor

AccorHotel; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hospitality group is seeking a Guest Relations Manager to oversee daily guest relations operations, ensuring exceptional service and high guest satisfaction. The ideal candidate has a University Degree in Hotel Management, along with 3-4 years of experience in a similar role in a five-star hotel. Responsibilities include staff training, managing guest inquiries, and enhancing service quality. The role is fulltime and based in Dubai, offering employee benefits and opportunities for professional development.

Benefits

Employee benefit card offering discounted rates

Learning programs through Academies

Opportunities for talent development

Contribution to Corporate Social Responsibility activities

Qualifications

• Minimum 3-4 years in a similar role in a five-star hotel.
• Ability to handle guest complaints efficiently.
• Strong organizational and communication skills.

Responsibilities

• Supervise daily operations of the guest relations department.
• Ensure high standards of service and guest care.
• Conduct staff appraisals and training.

Skills

Customer service excellence

Team leadership

Discretion and tact

Education

University Degree in Hotel Management

Job description

Responsibilities

• Ensures that all activities adhere to and support the hotels 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 comapnys rules and regulations loyalty to management and interdepartmental cooperation.
• To supervis 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 compalints in an efficient and professional manner without detriment to the Hotel and / or its reputation
• Tobe constantly proative 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 continous improvement of the team to achieve the companys vision and goals.
• To carry out and supervise regular departmenal training and cross training of staff members from other hotel departmens.
• 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 Mangers coverage as and when required
• To ensure maintain the lobby and guests are being assisted by colleagues.
• To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department
• Coordination and information with the Front Office Hosekeeping F&B and especially with the General Manager regarding VIPs
• Review guest comments daily and takes contact if necessary and possible with the guest for direct action
• To effectively hanle all guest complaints concerning the Front Office in coordination with the Front Office taking corerctive action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments inform 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 inthe ahndbook 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 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 satisfaciton.
• 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 Hotels in repsonse to the business and customer needs.
• Ensures oneself is thoroughly familiar with the hotels 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 his/her staff and delivers a monthly consolidated summary to the Human Resources.
• Is familiar with all related company documentation and especially with the relevant Operational standards for his/her field of responsibility.
• Other duties as assigned.

Special

• Assist in Taks Force Teams for new openings
• Carry out any other reasonable tasks (which may not be stated here) as required.

Qualifications

• UniversityDegree in Hotel Management
• Minimum 34 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

Remote Work

No

Employment Type

Fulltime