Guest Relation Supervisor

AccorHotel; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated Guest Relations professional to enhance guest experiences and ensure impeccable service standards. In this role, you will be the face of the hotel, welcoming guests and addressing their needs while managing a team to uphold operational excellence. Your fluency in Russian will be vital in providing personalized interactions, ensuring that every guest feels valued and attended to. Join a dynamic team where your contributions will foster long-lasting relationships and elevate the guest experience to new heights. This is an exciting opportunity to thrive in a vibrant hospitality environment.

Qualifications

• Strong knowledge of guest relations and exceptional customer service skills.
• Fluency in Russian is essential for this role.

Responsibilities

• Act as an ambassador of the hotel and oversee Guest Relations operations.
• Manage guest complaints professionally and ensure guest satisfaction.
• Provide personalized service and maintain high cleanliness standards.

Skills

Guest Relations

Customer Service

Communication Skills

Problem Solving

Knowledge of Russian Language

Tools

Property Management System (PMS)

Job description

Job Responsibilities:

1. To be an ambassador of the hotel in and outside the work place.
2. To oversee the Guest Relations operations and ensure that the hotel standards and procedures are fully known and followed.
3. To provide personalized service to all guests, fully aware of and following the hotel standards and procedures.
4. To ensure appropriate stock levels for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
5. To ensure proper coverage and supervision of the Guest Relations sections at all times.
6. To ensure that all guests receive a warm welcome and enjoy their stay, being offered the finest personal service.
7. To ensure that the privacy of the guests and the confidentiality of the information is respected.
8. To act as a representative of Management when dealing with guest complaints or if a member of the Lobby Hostess team faces difficulties that cannot be solved independently.
9. To manage any guest complaint in a professional manner, resolving it and ensuring guest satisfaction while recording it.
10. To personally welcome guests and escort them to their rooms, outlets, or other public areas as requested.
11. To ensure uncompromising levels of cleanliness and maintenance through personal responsibility.
12. To use appropriate materials, equipment, and supplies for the smooth run of the Guest Relations operations and to ask for requisitions accordingly.
13. To use the proper telephone etiquette as per Sofitel standards.
14. To spend most of the time in the guest area and socialize with guests, playing a Public Relations role to build strong and long-term relationships.
15. To be fully aware of and report all guest comments or complaints.
16. To be aware of all VIPs visiting or staying in the hotel.
17. To properly use all the equipment and PMS.
18. To daily follow the checklists and billing procedures.
19. To respect schedules, terms, and deadlines as agreed with Management.
20. To daily read the logbook, sign it, and update the activity reports.
21. To update the team with all happenings in the hotel and with the latest administrative, organizational, operational, or other changes and news.
22. To conduct daily line-up briefing with the lobby hostess team to recapitulate tasks and activities.
23. To promote the Accor loyalty programs.
24. To maintain an atmosphere of high morale and a happy working relationship among the team.
25. To be entirely flexible and adapt to rotate within the different sub-sections of the Front Office Department.
26. To carry out any other reasonable duties as assigned by the Guest Relation Manager.

Qualifications:

• Knowledge of the Russian language is a must.

Remote Work: No

Employment Type: Full-time