Guest Relations Supervisor

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

Job summary

A luxury hotel brand in Ras al-Khaimah seeks a Guest Relations Manager to oversee department operations and ensure exceptional guest experiences. The ideal candidate will have a University Degree in Hotel Management, 3-5 years of experience in guest relations, and proficiency in hotel management software. Strong leadership and customer service skills are essential for this role, which offers a competitive salary and the opportunity to work in a prestigious environment.

Qualifications

• 3-5 years of experience in guest relations or customer service in a 5-star hotel.
• Supervisory or leadership experience preferred.
• Proficient in English; additional languages are a plus.

Responsibilities

• Ensure high standards of service and guest care.
• Supervise the guest relations department operations.
• Anticipate guest needs and provide exceptional service.

Skills

Guest relation management

Customer service excellence

Tact and discretion

Team leadership

Problem-solving

Education

University Degree in Hotel Management

Tools

PMS software

CRM systems

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

• Ensures that all activities adhere to and support the hotel’s quality standards.
• To maintain and achieve a high Customer Satisfaction Score for the department.
• Conduct Staff appraisals annually and quarterly.
• Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of company's rules and regulations, loyalty to management and inter-departmental co-operation.
• To supervise the day-to-day operation of the guest relations department to ensure high standards of service and guest care at all times.
• To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
• To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
• To carry out duties of the Guest Relations Agents if required.
• To motivate, lead and ensure the continuous improvement of the team to achieve the company's vision and goals.
• To carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
• To meet and carry out training records/summary within the department as required by the group.
• To maintain and distribute the staff attendance summary sheet.
• Reply to guest letters and queries.
• Respond to internal and external guest complaints in a professional manor.
• To carry out Guest Relations Manager’s coverage as and when required.
• To ensure to maintain the lobby and guest are being assisted by colleagues.
• To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department.
• Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding VIPs.
• Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs 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 is 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.