Guest Relations Supervisor

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

Job summary

A leading hotel brand in Ras Al Khaimah is seeking a Guest Relations Supervisor to lead the Guest Relations team and ensure exceptional service delivery. This role involves managing guest feedback, resolving complaints, and overseeing daily operations to enhance guest experience. The ideal candidate will have a background in hospitality management and experience in luxury hotel environments, bringing strong communication, problem-solving, and leadership skills to the team.

Qualifications

• Minimum 2-3 years in guest relations or supervisory role in a luxury hotel/resort.
• Warm, approachable, detail-oriented, and customer-focused personality.

Responsibilities

• Lead Guest Relations team to provide outstanding service.
• Address and resolve guest complaints efficiently.
• Supervise and train the Guest Relations team.

Skills

Exceptional communication

Interpersonal skills

Problem-solving

Conflict-resolution

Multilingual abilities

Education

Bachelor's degree in Hospitality Management

Tools

Hotel management software (Opera, Fidelio)

Microsoft Office Suite

Job description

Key Responsibilities

Guest Services Supervision

• Lead the Guest Relations team to provide outstanding service throughout the guest journey from prearrival to departure.
• Greet VIP guests handle special requests and ensure personalized experiences.
• Monitor guest feedback and implement improvements to enhance guest satisfaction.

Complaint Handling

• Address and resolve guest complaints or issues efficiently maintaining a professional and positive demeanor.
• Ensure followup actions are taken to exceed guest expectations and build loyalty.

Team Leadership and Training

• Supervise mentor and train the Guest Relations team to ensure consistent delivery of highquality service.
• Conduct performance evaluations and recommend development plans for team members.

Operational Excellence

• Oversee daily operations of the Guest Relations desk ensuring smooth and efficient workflows.
• Collaborate with other departments including housekeeping concierge and F&B to ensure seamless guest experiences.
• Maintain accurate records of guest preferences complaints and service recovery initiatives.

VIP and Special Guest Management

• Coordinate special arrangements for VIPs honeymooners and other highprofile guests.
• Ensure welcome amenities room upgrades and personalized touches are delivered as per resort standards.

Quality and Standards Compliance

• Ensure all guest service activities align with the resorts policies brand standards and luxury service expectations.
• Monitor and manage the implementation of guest recognition programs.

Reporting and Communication

• Prepare reports on guest feedback service trends and improvement initiatives for senior management.
• Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications :

• Education: Bachelors degree in Hospitality Management or a related field preferred.
• Experience: Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problemsolving and conflictresolution abilities.
  • Proficiency in hotel management software (e.g. Opera Fidelio) and Microsoft Office Suite.
  • Multilingual abilities are an advantage.
• Personality: Warm approachable detailoriented and customerfocused.

Remote Work :

No

Employment Type :

Fulltime