Guest Relations Supervisor

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

Job summary

A luxury hotel chain in Ras al-Khaimah seeks a dedicated Guest Relations professional to oversee operations and provide personalized service. The ideal candidate will ensure high standards are met, manage guest complaints, and maintain privacy. This role supports a welcoming atmosphere, requiring flexibility and team cooperation for smooth operations. Full-time position with no remote work options.

Responsibilities

• Oversee Guest Relations operations ensuring hotel standards are followed.
• Provide personalized service and ensure guests have a warm welcome.
• Manage guest complaints professionally and maintain guest privacy.

Job description

Responsibilities

• To be an Heartist of the hotel in and outside the work place.
• To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed.
• To provide a personalized service to all the guests fully aware and following the hotel standards and procedures.
• To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
• To ensure a proper coverage and supervision of the Guest Relations sections at all times.
• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied and recording it.
• To personally welcome guests and escort them to their rooms outlets or other public areas as requested.
• To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
• To use appropriate materialsand supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
• To use the proper telephone etiquette as per Sofitel standards.
• To be most of the time in the guest area and to socialize with guests playing a Public Relations role in order to build strong and long-term relationships.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To be fully aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To properly use all the equipment and PMS.
• To daily follow the checklists and billing procedures.
• To daily read the logbook and to sign it and update the activity reports.
• To update the team with all the happenings in the hotel and with the latest administrative organizational operational or other changes and news.
• To conduct daily line up briefing with the lobby hostess team to recapitulate tasks and activity.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Guest Experience Manager.

Remote Work : No

Employment Type : Full-time