Guest Relations Manager

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

Job summary

A leading hotel in Ras Al Khaimah is seeking a Guest Relations Manager to enhance guest experiences from check-in to check-out. This role includes managing the front office team, handling guest inquiries and complaints, and ensuring adherence to high hospitality standards, all within a luxury setting.

Qualifications

• Proven leadership experience in front office operations within a luxury hotel.
• Fluency in English; additional languages (Russian / Arabic) are assets.
• Flexibility to work varying shifts, including weekends and holidays.

Responsibilities

• Lead and inspire the front office team to deliver exceptional customer service.
• Manage guest inquiries, special requests, and complaints with professionalism.
• Oversee check-in and check-out processes, ensuring guest satisfaction.

Skills

Leadership

Customer service

Interpersonal skills

Problem-solving

Organization

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

We are seeking an exceptional Guest Relations Manager to join our team in the beautiful destination. As the face of our hotel, you will play a crucial role in ensuring our guests have an unforgettable experience from check-in to check-out.

• Lead and inspire the front office team to deliver exceptional customer service
• Manage guest inquiries, special requests, and complaints with professionalism and empathy
• Oversee the check-in and check-out processes, ensuring efficiency and guest satisfaction
• Coordinate with other departments to fulfill guest needs and resolve any issues promptly
• Implement and maintain guest loyalty programs to encourage repeat visits
• Monitor and analyze guest feedback to continuously improve service quality
• Organize and conduct regular team meetings and training sessions
• Manage VIP guest arrivals and ensure personalized experiences
• Develop and maintain relationships with key partners and local businesses
• Stay informed about local attractions and services to provide expert recommendations to guests
• Ensure compliance with hotel policies, procedures, and safety regulations
• Participate in the development and implementation of marketing strategies to enhance guest experience.

Qualifications

• Proven leadership experience in front office operations within a luxury hotel environment
• Strong knowledge of Opera PMS or equivalent property management systems
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English andadditional languages are asset. (Russian / Arabic)
• Exceptional interpersonal and communication skills with a customer-centric approach
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Strong organizational and multitasking skills with attention to detail
• Excellent problem-solving abilities and decision-making skills
• Team leadership experience with the ability to motivate and develop staff
• In-depth knowledge of hospitality industry standards and best practices
• Familiarity with local attractions, culture, and services
• Flexibility to work varying shifts, including weekends and holidays
• Proficiency in Microsoft Office suite and hotel management software
• Ability to remain calm and professional in high-pressure situations

Guest Relation Manager • Ras Al-Khaimah, Ras al Khaimah, United Arab Emirates