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Guest Relations Supervisor
Job summary
A prestigious hotel in the UAE is seeking a Guest Relations Officer to oversee Guest Relations operations and ensure personalized service is delivered to all guests. You will manage guest complaints professionally and maintain a high standard of service quality. The role requires excellent interpersonal skills and a strong commitment to guest satisfaction. Additionally, you will act as a point of contact for guests, ensuring their needs are met and providing a welcoming atmosphere.
Qualifications
- Exceptional guest relations skills and a strong focus on service quality.
- Ability to manage guest complaints professionally.
- Strong interpersonal and communication skills.
Responsibilities
- Ensure all guests receive a warm welcome and excellent personal service.
- Oversee the Guest Relations operations following hotel standards.
- Manage guest complaints and ensure guest satisfaction.
Sofitel Al Hamra Beach Resort
- To be an Heartist of the hotel, in and outside the work place.
- To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed.
- To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
- To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
- To ensure a proper coverage and supervision of the Guest Relations sections at all times.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
- To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
- To use appropriate materials and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
- To use the proper telephone etiquette as per Sofitel standards.
- To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To be fully aware of and to report all guest comments or complaints.
- To be aware of all VIPs visiting or staying in the hotel.
- To properly use all the equipment and PMS.
- To daily follow the checklists and billing procedures.
- To daily read the logbook and to sign it and update the activity reports.
- To update the team with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
- To conduct daily line up briefing with the lobby hostess team to recapitulate tasks and activity.
- To promote the Accor loyalty programs.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
- To carry out any other reasonable duties as assigned by the Guest Experience Manager.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.