Guest Relations Supervisor

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

Job summary

A prestigious hotel in the UAE is seeking a Guest Relations Officer to oversee Guest Relations operations and ensure personalized service is delivered to all guests. You will manage guest complaints professionally and maintain a high standard of service quality. The role requires excellent interpersonal skills and a strong commitment to guest satisfaction. Additionally, you will act as a point of contact for guests, ensuring their needs are met and providing a welcoming atmosphere.

Qualifications

• Exceptional guest relations skills and a strong focus on service quality.
• Ability to manage guest complaints professionally.
• Strong interpersonal and communication skills.

Responsibilities

• Ensure all guests receive a warm welcome and excellent personal service.
• Oversee the Guest Relations operations following hotel standards.
• Manage guest complaints and ensure guest satisfaction.

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Description

• 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 materials and 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.