Guest Relations Supervisor

ENNISMORE; Abu Dhabi; On-site; AED 134,000 - 234,000; Full time

Job summary

Rixos Bab Al Bahr invites a Guest Relations Supervisor to lead our Guest Relations team in delivering personalized experiences. You will oversee daily operations, mentor staff and ensure all interactions reflect the bold, playful, stylish Rixos identity.

Responsibilities include supervising the Guest Relations team, handling VIP arrivals, coordinating with Front Office, F&B and other departments, and maintaining guest satisfaction through proactive service and accurate records.

Qualifications

• Previous experience in guest relations, concierge, or front office roles, with supervisory experience preferred, in luxury hotels or resorts.

Responsibilities

• Supervise and support the Guest Relations team ensuring seamless service and high standards of guest care.
• Handle VIP and high-profile guest arrivals, departures and special requests ensuring a memorable experience.
• Monitor guest satisfaction and proactively address inquiries, concerns or complaints to ensure prompt resolution.
• Coordinate with Front office, Housekeeping, F&B and other departments to provide personalized and seamless guest experiences.
• Assist in training, coaching and mentoring Guest Relations Agents to maintain service excellence and professional growth.
• Maintain detailed knowledge of hotel facilities, services, promotions and local attractions to provide accurate guidance to guests.
• Implement and maintain guest recognition programs, loyalty initiatives and special occasion services.
• Oversee guest communication including pre-arrival requests, welcome letters and post-departure follow-ups.
• Support scheduling and workflow planning for the Guest Relations team to ensure adequate coverage during peak periods.
• Ensure compliance with health, safety and hygiene standards in all guest interactions.
• Maintain accurate records of guest preferences, feedback and incidents reporting to management as required.
• Uphold professional appearance, grooming standards and the Rixos brand s service philosophy at all times.

Job description

As a Guest Relations Supervisor at Rixos Bab Al Bahr part of the All-Inclusive Collection you will lead the Guest Relations team in delivering exceptional personalized experiences for all guests. You will oversee daily operations, mentor team members and ensure that every interaction reflects the bold playful and stylish identity of the Rixos brand.

Key Responsibilities

• Supervise and support the Guest Relations team ensuring seamless service and high standards of guest care
• Handle VIP and high-profile guest arrivals, departures and special requests ensuring a memorable experience
• Monitor guest satisfaction and proactively address inquiries, concerns or complaints to ensure prompt resolution
• Coordinate with Front office, Housekeeping, F amp B and other departments to provide personalized and seamless guest experiences
• Assist in training, coaching and mentoring Guest Relations Agents to maintain service excellence and professional growth
• Maintain detailed knowledge of hotel facilities, services, promotions and local attractions to provide accurate guidance to guests
• Implement and maintain guest recognition programs, loyalty initiatives and special occasion services
• Oversee guest communication including pre-arrival requests, welcome letters and post-departure follow-ups
• Support scheduling and workflow planning for the Guest Relations team to ensure adequate coverage during peak periods
• Ensure compliance with health, safety and hygiene standards in all guest interactions
• Maintain accurate records of guest preferences, feedback and incidents reporting to management as required
• Uphold professional appearance, grooming standards and the Rixos brand s service philosophy at all times

Previous experience in guest relations, concierge, or front office roles, with supervisory experience preferred, in luxury hotels or resorts. Strong leadership, team management, and interpersonal skills. Exceptional guest service orientation with problem-solving and conflict resolution abilities. Excellent communication skills and the ability to anticipate guest needs. Knowledge of hotel operations, facilities, and local attractions. Professional appearance, confident demeanor, and alignment with the Rixos brand identity. Fluency in English; additional languages are highly advantageous. Strong organizational, multitasking, and attention-to-detail skills. Ability to work flexible hours, including weekends and holidays, as required. Additional foreign language ( Russian) preferred.