Guest Relations Supervisor

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

Job summary

A leading luxury hotel chain in Ras Al Khaimah seeks a Guest Relations Manager to oversee the guest relations department and ensure high service standards. The ideal candidate will have a University Degree in Hotel Management and 3-5 years of relevant experience in a 5-star hotel. Responsibilities include supervising staff, handling guest inquiries professionally, and maintaining customer satisfaction scores. Proficiency in hotel management software is essential. This is an excellent opportunity to join a prestigious organization.

Qualifications

• 3-5 years of experience in guest relations or hospitality in a 5-star hotel.
• Proficiency in hotel management software (PMS, CRM).
• Fluent in English; additional languages are a plus.

Responsibilities

• Ensure adherence to hotel quality standards.
• Supervise guest relations department operations.
• Handle guest inquiries and complaints efficiently.
• Conduct staff appraisals and training.

Skills

Guest relations

Customer service

Team leadership

Proactive problem-solving

Effective communication

Education

University Degree in Hotel Management

Tools

Opera System

Microsoft Office Suite

Job description

Overview

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Responsibilities

• Ensure that all activities adhere to and support the hotel’s quality standards.
• Maintain and achieve a high Customer Satisfaction Score for the department.
• Conduct staff appraisals annually and quarterly.
• Set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, teamwork, guest and staff relations, observance of company rules and regulations, loyalty to management and inter-departmental cooperation.
• Supervise the day-to-day operation of the guest relations department to ensure high standards of service and guest care at all times.
• Use discretion and tact when dealing with guest inquiries, problems or complaints in an efficient and professional manner without detriment to the hotel and/or its reputation.
• Be constantly proactive in anticipating guest needs and requirements and demonstrate a high and consistent level of service at all times.
• Carry out duties of the Guest Relations Agents if required.
• Motivate, lead and ensure the continuous improvement of the team to achieve the company's vision and goals.
• Carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
• Meet and carry out training records/summary within the department as required by the group.
• Maintain and distribute the staff attendance summary sheet.
• Reply to guest letters and queries.
• Respond to internal and external guest complaints in a professional manner.
• Carry out Guest Relations Manager’s coverage as and when required.
• Ensure the lobby and guest areas are being assisted by colleagues.
• Oversee the organization of guest cocktails and communicate the approximate number of attendees to the relevant department.
• Coordinate with Front Office, Housekeeping, F&B and especially with the General Manager regarding VIPs.
• Review Guest Comments daily and take action as necessary to address issues and improve guest satisfaction.
• Effectively handle all guest complaints concerning the Front Office in coordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer; coordinate proper actions with other departments and inform the General Manager if required.

Qualifications

• University Degree in Hotel Management
• Previous experience in guest relations, customer service, or hospitality, typically 3-5 years in a 5-star hotel (supervisory or leadership experience often preferred)
• Proficiency in hotel management software and systems (e.g., PMS, CRM)
• Familiarity with Opera System and Microsoft Office Suite (Word, Excel, Outlook)
• Proficiency in English; additional languages are a plus.