Guest Relations Supervisor | Hilton Abu Dhabi Yas Island

Hilton Worldwide, Inc.; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading global hospitality company seeks a Guest Relations Supervisor to ensure exceptional service for VIP and long-stay guests. The role involves managing guest needs, coordinating with departments, and providing personalized service to enhance guest experiences.

Qualifications

• Commitment to high customer service standards.
• Ability to work under pressure and independently.

Responsibilities

• Manage VIP and long-stay guests' needs.
• Handle guest feedback until satisfaction is achieved.
• Coordinate with Housekeeping for room preparations.

Skills

Positive attitude

Excellent communication

Interpersonal skills

Customer service standards

Flexibility

Ability to work under pressure

Ability to work independently

Ability to work in teams

Tools

MS Office

Outlook

Job description

Guest Relations Supervisor is responsible for maintaining a high level of service consistency. The role involves managing the needs of VIP and long-stay guests, informing team members of their needs to ensure an exceptional guest experience. The supervisor also supports reception duties, manages the queue at the reception area when required.

What will I be doing?

• Maintain an “open eye” attitude at all times to enhance departmental performance.
• Review VIP reservations, ensure proper handling of VIPs and groups, administer amenity orders, and handle incoming guest resumes.
• Monitor special reservation requests handling.
• Handle or monitor guest feedback and comments until full satisfaction is achieved.
• Provide courteous, efficient call handling and service to meet and exceed guest expectations.
• Receive and perform pre-shift handovers to ensure consistent communication between shifts.
• Anticipate guest needs and communicate them to relevant departments proactively.
• Prepare in-room guest letters and communication documents as needed.
• Assign rooms for arrivals and future reservations based on occupancy.
• Coordinate with Housekeeping to block and prepare rooms for early arrivals.
• Review upcoming VIP arrival reports and update as necessary.
• Deliver personalized service, using guests' names to create memorable impressions.
• Act as an ambassador for guests, fostering comfort, warmth, and care throughout their stay.

In line with UAE localization regulations, Hilton Yas Island aims to meet and exceed UAE National hire targets as guided by MOHRE and DCT Abu Dhabi.

What are we looking for?

A Guest Relations Supervisor at Hilton should embody the following qualities and skills:

• Positive attitude
• Excellent communication and interpersonal skills
• Commitment to high customer service standards
• Excellent grooming standards
• Flexibility in work situations
• Ability to work under pressure
• Ability to work independently and in teams
• Proficiency in MS Office and Outlook

Preferred additional capability:

• Knowledge of hospitality industry

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels and resorts to extended-stay suites and mid-priced hotels. With nearly a century of experience, Hilton is committed to providing exceptional guest experiences worldwide, driven by our vision to "fill the earth with the light and warmth of hospitality." Our team members are central to creating these remarkable experiences every day.