Guest Relations Supervisor

FAIRMONT; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

Ein etabliertes Unternehmen im Gastgewerbe sucht einen leidenschaftlichen Gastbeziehungsleiter, um die Gästezufriedenheit zu maximieren. In dieser Rolle sind Sie dafür verantwortlich, die Unternehmensphilosophie zu leben und eine positive Atmosphäre für Gäste zu schaffen. Sie werden eng mit verschiedenen Abteilungen zusammenarbeiten, um sicherzustellen, dass alle Gästeanfragen effizient bearbeitet werden. Wenn Sie über ausgezeichnete Kommunikationsfähigkeiten verfügen und in einem multikulturellen Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie, Ihre Karriere im Gastgewerbe voranzutreiben.

Qualifications

• Mindestens 3-5 Jahre relevante Erfahrung, davon mindestens 2 Jahre in einer Führungsposition.
• Starke schriftliche und mündliche Kommunikationsfähigkeiten in Englisch.

Responsibilities

• Überwachung und Leitung aller Aspekte der Gästebetreuung zur Maximierung der Gästezufriedenheit.
• Bearbeitung von Gästebeschwerden und Feedback gemäß den Standards.

Skills

Kommunikationsfähigkeiten

Teamarbeit

Kundenservice

Problemlösungsfähigkeiten

Education

Abschluss an einer Schule für Tourismus & Hotelmanagement

Job description

Company Description

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service, and sophisticated Asian style. Located a 15-minute drive from Dubai International Airport, it is ideally situated in the business and shopping district, adjacent to Wafi Mall and near the Khan Murjan souk and convention centres.

Job Description

Purpose of Position

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

Key Roles & Responsibilities

1. Live and project the goal, philosophy, vision, mission, and core values of the company.
2. Adhere to company grooming standards at all times.
3. Serve as a continual source of information, help, and assistance to all guests.
4. Prepare weekly duty rosters.
5. Supervise Guest Relation Officers.
6. Keep the immediate manager fully informed of all problems or unusual matters of significance. Communicate and liaise constantly with the Assistant Guest Relations Manager.
7. Maintain transparent and open communication, coordination, and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
8. Conduct house tours, site inspections, and special room drops for VIPs.
9. Escort all arriving guests to their respective suites.
10. Escort external guests to their destinations.
11. Escort departing guests to their transport.
12. Check all VIP rooms prior to arrival and ensure that standards (allocations, amenities, and special requests) are maintained.
13. Greet all residence guests personally.
14. Promote inter-hotel sales and in-house facilities.
15. Handle guest complaints and feedback according to Raffles standards, ensuring follow-up and documentation.
16. Complete the departure list for the next day, contacting VIP guests for any arrangements.
17. Ensure maximum guest satisfaction through personal recognition and prompt, courteous attention to all residence guests.
18. Ensure club members, repeat guests, and VIPs receive special recognition and service.
19. Liaise closely with Concierge, Butler, and Raffles Inc for hotel events, restaurant promotions, limousine requirements, and VIP requests.
20. Prepare compendiums prior to guest arrival and check info systems if necessary.
21. Maintain close contact with Airport Concierge and Reception for arrivals and departures.
22. Update and maintain an efficient guest history system.
23. Prepare requisitions and distribute amenities timely.
24. Maintain the cleanliness and upkeep of the Guest Relations desk and lobby at all times.
25. Attend daily and monthly briefings to facilitate communication and smooth operations.
26. Abide by all policies and procedures.
27. Possess full knowledge of Raffles standards.
28. Perform related duties and special projects as assigned by Senior Management.

Qualifications

Personal Attributes

• Strong written and verbal communication skills in English.
• Ability to develop rapport with colleagues and management.
• Ability to work cohesively with a multicultural team.
• Focus on guest needs, remaining calm and courteous.
• Promote positive relations with guests and patrons.
• Exercise good judgment with difficult guests.

Qualifications

• Degree from a School for Tourism & Hotel Management.

Experience

• Minimum 3-5 years of relevant experience, with at least 2 years in a supervisory role.

Additional Information

Raffles Dubai, Sheikh Rashid Road, Wafi, Dubai, United Arab Emirates