Guest Relations Supervisor | Hilton Abu Dhabi Yas Island

Hilton Worldwide, Inc.; Abu Dhabi, Yas Island; On-site; AED 50,000 - 70,000; Full time

Job summary

A leading hospitality company is seeking a Guest Relations Supervisor to ensure high service levels for VIP guests at Hilton Abu Dhabi Yas Island. The role involves managing guest needs, coordinating with departments, and delivering personalized service. Ideal candidates should possess excellent communication skills and a strong customer service commitment.

Qualifications

• Excellent communication and interpersonal skills.
• Strong commitment to high-quality customer service.

Responsibilities

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

Skills

Communication

Interpersonal Skills

Customer Service

Flexibility

Teamwork

Pressure Management

Tools

MS Office

Outlook

Job description

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Job Description - Guest Relations Supervisor | Hilton Abu Dhabi Yas Island (HOT0BM6E)

Job Number: HOT0BM6E

Work Location: Hilton Abu Dhabi Yas Island, Yas Island, Abu Dhabi, 500200

Role Overview

The Guest Relations Supervisor is responsible for maintaining a high level of service consistency. They manage the needs of VIP and long-stay guests, inform team members of specific guest requirements to ensure an exceptional experience, support the reception when needed, and manage 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, handle VIP and group arrangements, and manage amenity orders for incoming guests.
• Monitor special reservation requests.
• Handle or monitor guest feedback until full satisfaction is achieved.
• Provide courteous, efficient call handling and service delivery to meet and exceed guest expectations.
• Conduct pre-shift handovers to ensure consistent communication between shifts.
• Communicate guest needs promptly to relevant departments for seamless service.
• 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 VIP arrival reports for the next three days and update as necessary.
• Deliver personalized service, using guest names to create memorable experiences.
• Act as an ambassador for the hotel, fostering personal connections with guests to enhance comfort and care during their stay.

In line with UAE localization regulations, Hilton Yas Island is committed to meeting and exceeding Emiratization 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:

• Excellent communication and interpersonal skills
• Strong commitment to high-quality customer service
• Flexibility to adapt to various situations
• Ability to work under pressure
• Ability to work independently or as part of a team
• Proficiency in MS Office applications and Outlook

Preferred additional capabilities include:

• Knowledge of the hospitality industry

What is it 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. For nearly a century, Hilton has provided exceptional service, amenities, and value to travelers worldwide. Our vision is “to fill the earth with the light and warmth of hospitality,” and our team members are at the core of delivering this promise every day.