Guest Experience Supervisor

Advanced Search; Manama; On-site; BHD 6,700 - 13,000; Full time

Benefits offered by this job

Discounted rates

Learning programs

Talent development

CSR activities

Career growth

Job summary

Raffles Al Areen Palace Bahrain, a luxury property, seeks a Guest Relations Supervisor to lead the guest experience and oversee a team in Bahrain. You will manage registrations, billing, and service quality, ensuring privacy and exceptional standards for all guests.

The role requires strong leadership, multilingual communication (English), and deep hospitality knowledge. The position involves shift work, adherence to safety standards, and opportunities for professional growth within a premier

Qualifications

• Minimum 3 years of experience in guest relations, customer service, or hospitality management.
• Proven supervisory or team leadership experience managing staff in a customer-facing environment.
• Excellent interpersonal, communication, and motivational skills with ability to lead and inspire teams.
• Strong conflict resolution and problem-solving abilities with composure under pressure.
• Proficiency in hospitality management systems and software.
• Organizational skills with ability to manage multiple priorities simultaneously.
• Multilingual capabilities (English required).
• Cultural awareness and knowledge of hospitality industry standards and best practices.

Responsibilities

• Prepare duty roster ensuring efficient use of manpower resources.
• Key in guest arrival details from registration cards accurately and punctually.
• Post charges to folios accurately and punctually.
• Ensure all group billing instructions are adhered to.
• Obtain credit card approvals for in-house guests prior to departure.
• Check and post PPV bills to guests folios.
• Conduct money changing transactions accurately as per hotel policy.
• Close end of shift and balance transactions and cash float.
• Prepare and handle guest billing procedures on check out.
• Assist in key inventory and control procedures.
• Handle guest complaints, inquiries, comments and initiate action.
• Coach and develop subordinate employees.
• Assist in the selection, training and evaluation of staff.
• Carry out administrative requirements as directed.
• Contribute to morale and team spirit, maintain professional image.

Skills

Guest relations

Customer service

Team leadership

Interpersonal skills

Conflict resolution

Organizational skills

Multilingual: English

Tools

Hospitality management software

Job description

Introducing Raffles Al Areen Palace Bahrain, an extraordinary addition to Raffles Hotel's renowned portfolio. This ultra-luxury property offers a unique experience as "The Palace of the Secret Garden." With 78 private pool villas ranging from 1 to 3 bedrooms, Raffles Al Areen Palace Bahrain redefines luxury hospitality in Bahrain. Our spacious villas, starting from 400 sqm, feature private pools and jacuzzis, providing guests with ultimate relaxation and privacy. Our dedicated team of Raffles Legendary Butlers ensures exceptional service and attention to detail, creating unforgettable moments for each guest. Conveniently located just 40 minutes from the airport and 30 minutes from the City Center, Raffles Al Areen Palace Bahrain offers easy access to Exhibition World Bahrain, Bahrain International Circuit (BIC), and the Al Dana Amphitheater, making it an ideal choice for cultural, entertainment, and business destinations.

To maximize customer satisfaction by providing an efficient and multi-lingual guest contact function as well as directing and controlling all activities of subordinates ensuring the hotel meets its guest satisfaction objectives.

• Prepare duty roster ensuring most efficient use of manpower resources.
• Key in guest arrival details from guest registration cards accurately and punctually.
• Post charges to individual or group folios accurately and punctually.
• Ensure that all group billing instructions are properly adhered to.
• Obtain credit card approvals for in-house guests prior to departure.
• Check and post PPV bills to guests folios.
• Conduct money changing transactions accurately and efficiently as per hotel policy.
• Close at the end of each shift and balance individual transactions and cash float.
• Prepare and handle guest billing procedures on check out.
• Assist in the key inventory and control procedures.
• Handle guest complaints, inquiries, comments and initiate appropriate action and follow-up.
• Coach, counsel, discipline and develop all subordinate employees.
• Assist in the selection, training and evaluation of subordinate employees.
• Carry out administrative requirements as directed.

General

• Contributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.
• Performs additional duties as directed by supervisors.
• Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.
• Is fully conversant with all health and safety, fire and emergency procedures.
• Maintains a high standard of personal hygiene, dress, uniform, and body language.
• Is polite and professional in any situation where the image or reputation of the hotel is represented.
• Attends meetings and training as required by supervisors.
• Ensures that all activities are carried out honestly, ethically and within the parameters of local law.
• Interacts with guests actively soliciting feedback.

Qualifications

• Minimum 3 years of experience in guest relations, customer service, or hospitality management
• Proven supervisory or team leadership experience managing staff in a customer-facing environment
• Excellent interpersonal, communication, and motivational skills with ability to lead and inspire teams
• Strong conflict resolution and problem-solving abilities with composure under pressure
• Proficiency in hospitality management systems and software
• Organizational skills with ability to manage multiple priorities simultaneously
• Multilingual capabilities (English required)
• Cultural awareness and knowledge of hospitality industry standards and best practices

Additional information

• Opportunity to join the first Raffles in Bahrain
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.