Guest Relations Supervisor

AccorHotel; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading hotel in Dubai is seeking a Guest Relations Supervisor to enhance guest satisfaction and oversee the Guest Relations department. The successful candidate will ensure a high standard of service while leading a multicultural team. Candidates should possess a degree in Tourism or Hotel Management, along with a minimum of 3-5 years of relevant experience, including supervisory responsibilities.

Qualifications

• Degree from a recognized institution in Tourism or Hotel Management.
• Strong communication skills and ability to handle guest relations effectively.
• A minimum of 3-5 years experience, with 2 years in a supervisory role.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Supervise Guest Relation Officers and ensure effective communication.
• Handle guest complaints and feedback according to company standards.

Skills

Strong written and verbal communication skills in English

Ability to develop rapport with colleagues and management staff

Ability to work cohesively with coworkers as part of a multicultural team

Ability to focus attention on guest needs

Ability to promote positive relations with guests

Good judgment with difficult guests

Education

Degree from School for Tourism & Hotel Management

Job description

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Live and project the goal philosophy vision mission and core values of the company.
• Adheres to company grooming standards at all time.
• Is a continual source of information help and assistance to all guests.
• Prepares the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
• Maintains Transparent and open line of communication coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIPs.
• Escorts all arriving guests to their respective suite.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote InterHotel sales and inhouse facilities.
• Handle guest complaints and feedback according to Raffles standards ensuring necessary actions follow up and recording are done.
• Completes the departure list for the following day contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure Club members consistently receive all benefits repeat guests and other VIPs receive special recognition and service
• Liaise closely with Concierge Butler and Raffles Inc for Hotel events restaurant promotions Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and checkinfo system if necessary.
• Maintain close contact with Airport Concierge Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Raffles standards.
• Performs related duties and special projects assigned by Senior Management.

Qualifications :

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with coworkers as part of a multicultural team
• Ability to focus attention on guest needs remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 5 years relevant experience with at least 2 year at a supervisory level

Additional Information :

Raffles DubaiSheikh Rashid Road Wafi121800 Dubai United Arab Emirates

Remote Work :

No

Employment Type :

Fulltime