Guest Relations Supervisor

Hilton Worldwide, Inc.; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality seeks a Guest Relations Supervisor to ensure VIP Guests receive exceptional service. This role involves greeting guests, managing long-stay guests, and maintaining high customer service standards. The ideal candidate will possess strong leadership and communication skills, with a passion for delivering outstanding guest experiences. Join a team committed to hospitality excellence, where your contributions will enhance the guest experience in a luxurious environment.

Qualifications

• Experience in customer service or similar roles.
• Ability to respond effectively to demanding Guest needs.

Responsibilities

• Meet and greet Guests, ensuring exceptional experiences.
• Manage long-stay Guests and resolve complaints promptly.
• Coordinate with departments to enhance service delivery.

Skills

Leadership Skills

Interpersonal Skills

Communication Skills

Customer Service

Adaptability

Language Proficiency

Education

Experience in Customer Service

Tools

IT Proficiency

Job description

Job Description - Guest Relations Supervisor (HOT0BLGB)

Job Number:

HOT0BLGB

Work Locations

Hilton Dubai Jumeirah, P.O. Box 2431, Dubai

A Guest Relations Supervisor directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs to ensure an exceptional Guest experience.

What will I be doing?

As Guest Relations Supervisor, you will:

• Meet, greet, and direct Guests entering the lobby
• Serve as the main contact for VIP Guests and inform hotel departments of their requirements
• Seek feedback from customers regularly and respond promptly to queries
• Manage long-stay Guests (14 days or more), ensuring they feel comfortable and well-informed
• Record and resolve Guest complaints promptly
• Maintain high customer service standards in Reception, Lobby, and Executive Lounge
• Understand all hotel facilities and services, and identify opportunities for up-selling
• Enhance lobby/reception decor seasonally to improve guest experience
• Coordinate with the Executive Lounge Manager to track and reward loyal Guests
• Communicate effectively across hotel departments
• Maintain appropriate staffing levels
• Attend relevant meetings
• Follow hotel security, fire, health, and safety regulations
• Work in accordance with policies on front-of-house equipment and systems
• Assist other departments as needed

What are we looking for?

Ideal candidates will:

• Respond effectively to demanding Guest needs
• Possess excellent leadership, interpersonal, and communication skills
• Be accountable and resilient
• Be committed to high customer service standards
• Work well under pressure and adapt to different situations
• Proficiency in additional languages (e.g., Arabic, Russian, Italian, French) is a plus

Preferred qualifications include:

• Experience in customer service or similar roles
• A passion for delivering exceptional Guest service
• High IT proficiency

What will it be like to work for Hilton?

Hilton is a leading global hospitality company offering luxurious hotels, resorts, and extended-stay suites. With nearly a century of service, Hilton is committed to providing exceptional guest experiences worldwide. Our vision is "to fill the earth with the light and warmth of hospitality," and our Team Members are central to this mission.