Team Leader - Guest Relations

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 167,000 - 279,000; Full time

Job summary

Kerzner International Limited, Atlantis The Royal Dubai, seeks a Team Leader in Guest Relations to deliver exceptional service to long-stay guests, repeat visitors and VIPs. Lead by example, anticipate preferences, and coordinate with departments to ensure a memorable stay while upholding Forbes Five-Star standards.

You will manage pre-arrival to post-stay interactions, monitor satisfaction, and drive loyalty through personalized experiences and precise operational execution.

Qualifications

• At least 1 year front-line hotel operations experience.
• Knowledge of Forbes Five-Star guidelines is required.
• Strong interpersonal and leadership skills.

Responsibilities

• Build and maintain relationships with long-stay guests, repeats, and VIPs.
• Coordinate pre-arrival and arrival details, ensuring preferences are met.
• Monitor guest satisfaction and address issues to maintain service excellence.
• Lead by example and coach the team to uphold Forbes standards.
• Collaborate with departments to deliver a seamless guest experience.

Skills

Guest relations

Leadership

Communication

Team coordination

Tools

Opera

Hotlynk

Sevenrooms

Hotsos

Job description

A part of Kerzner International a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world. Crafted by the world's leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn. Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.

About The Role

As a Team Leader in Guest Relations you will be responsible for delivering exceptional personalized service to long-stay guests, repeat visitors, and VIPs staying in standard rooms. This role focuses on building strong relationships, anticipating guest needs, and ensuring a seamless and memorable stay. The Team Leader will collaborate with various departments to execute special requests, maintain guest satisfaction, and drive loyalty. This position requires a proactive, detail-oriented individual with strong leadership and interpersonal skills.

Key Duties and Responsibilities

Guest Relationship Management

• Build and maintain strong relationships with long-stay guests, repeat visitors, and VIPs staying in standard rooms.
• Anticipate and fulfil guest preferences, ensuring a personalized and memorable experience.
• Act as the primary point of contact for these guests, addressing their needs and concerns promptly and professionally.

Pre-arrival and Arrival Coordination

• Handle pre-arrival communication, including emails and special requests, ensuring all arrangements are in place prior to guest arrival.
• Conduct room inspections for VIPs and ensure all preferences, special occasions, and welcome amenities are prepared according to company standards.
• Research guest information e.g. via Google to update profiles and inform relevant departments about special requests or preferences.

In-stay Experience

• Monitor guest satisfaction during their stay, proactively addressing any issues and ensuring a high level of service.
• Perform daily rounds, e.g. breakfast, lunch, dinner, to gather guest feedback and act upon it accordingly.
• Oversee the in-house birthday report and ensure special attention is given to guests celebrating milestones.
• Coordinate with other departments to ensure seamless execution of guest requests and preferences.

Post-stay Engagement

• Conduct departure calls to gather feedback, upsell hotel services e.g. transportation, late check-outs and encourage repeat visits.
• Drive guest reviews on platforms like TripAdvisor and ReviewPro, ensuring positive feedback and addressing any concerns.

Administrative and Operational Tasks

• Maintain accurate guest profiles and preferences in Opera, Hotlynk, Sevenrooms, Hotsos systems.
• Ensure all special arrangements and requests are documented and communicated effectively to relevant departments.
• Assist the Front Office team during peak hours, including rooming guests and handling check-in/out processes when necessary.

Leadership and Team Collaboration

• Lead by example, demonstrating Forbes Travel Guide standards and ensuring service excellence.
• Provide coaching and guidance to team members, fostering a culture of continuous improvement and exceptional service.
• Collaborate with other departments to ensure a cohesive guest experience.

We are looking for candidates with at least 1 year prior hotel front-line operations experience, ideally within Guest Relations, Front Services and VIP Services. You should have excellent understanding of Forbes Five-Star guidelines and be able to deliver standard of service in line with the guide's principles. Ability to effectively communicate with all levels inside and outside the organization as well as proactive problem-solving approach is necessary to succeed in this role.