Guest Relations Supervisor

Shangri-La; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel in the United Arab Emirates is seeking a Guest Relations Supervisor to lead their team in providing exceptional service and ensure guest satisfaction. Responsibilities include supervising daily operations, managing guest feedback, and supporting colleague training. The ideal candidate brings a minimum of three years experience in a similar role, strong leadership skills, and fluency in English. The hotel offers competitive benefits and values diversity within its workforce.

Benefits

Competitive benefits

Recognition programs

Colleague travel perks

Qualifications

• Minimum 3 years experience in Guest Relations or Front Office role within a 5-star hotel.
• Strong knowledge of reservations and front office operations.
• Fluent in spoken and written English.

Responsibilities

• Supervise daily Guest Relations operations ensuring excellence.
• Handle guest feedback and ensure timely resolution.
• Support training and development of Guest Relations team.

Skills

Guest engagement

Leadership

Communication

Customer service

Tools

OPMS

Job description

Find Your Shangri-La in Shangri-La

Shangri-La Dubai is a luxurious urban sanctuary where modern energy meets timeless hospitality. With panoramic views of the Burj Khalifa and Dubais glittering skyline, every visit becomes an unforgettable experience.

Shangri-La Dubai

About the Role

As a Guest Relations Supervisor , you will lead the Guest Relations team in delivering exceptional service experience. You will play a key role in ensuring guest satisfaction, driving loyalty, and maintaining Shangri-La service standards across all touchpoints.

Key Responsibilities

• Supervise daily Guest Relations operations and always ensure service excellence.
• Lead and support the Guest Relations team to deliver warm, professional, and consistent guest experiences.
• Oversee guest arrivals, in-house experience, and departures to ensure seamless service delivery.
• Proactively handle guest feedback, complaints, and special requests, ensuring timely resolution.
• Monitor guest satisfaction scores and contribute to improving loyalty and engagement results.
• Coordinate closely with Front Office, Housekeeping, and other departments to ensure smooth operations.
• Ensure brand standards, grooming, and service protocols are consistently followed.
• Support training, coaching, and performance monitoring of Guest Relations colleagues.

About You

• Minimum 23 years experience in a Guest Relations or Front Office role within a 5-star or international hotel.
• Prior supervisory or leadership experience preferred.
• Proficient in OPMS with strong knowledge of reservations, guest profiles, and front office operations.
• Fluent in spoken and written English; additional languages are an advantage.
• Strong leadership, communication, and guest engagement skills.
• Professional appearance with a warm and confident personality.
• Flexible and adaptable to operational requirements and shift schedules.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay / travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.