Guest Experience Supervisor

Explore more jobs; Manama; On-site; BHD 8,000 - 12,000; Full time

Benefits offered by this job

Discounted hotel rates

Academy learning programs

Global career opportunities

CSR activities

Job summary

Raffles Bahrain seeks an experienced guest relations leader to drive service excellence and supervise front-of-house teams. You will manage rosters, handle guest registrations, post charges, and ensure accurate billing for individuals and groups, while maintaining high standards of professionalism.

You will coach staff, participate in training, and uphold hotel policies and safety procedures, delivering exceptional guest experiences at every touchpoint.

Qualifications

• Minimum 3 years of experience in guest relations, customer service, or hospitality management.
• Proven supervisory or team leadership experience in a customer-facing environment.
• Excellent interpersonal, communication, and motivational skills with ability to lead 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.
• Cultural awareness and knowledge of hospitality industry standards.

Responsibilities

• Maximize guest satisfaction by directing and controlling subordinates to meet service goals.
• Prepare duty rosters to optimise manpower resources.
• Key in guest arrival details from registration cards accurately and punctually.
• Post charges to folios accurately and punctually; ensure group billing compliance.
• Obtain credit card approvals for in-house guests prior to departure.
• Balance cash and close end-of-shift transactions and postings.
• Handle guest billing procedures and assist in inventory control.
• Address guest complaints, inquiries and follow up with appropriate action.
• Coach, counsel, and develop subordinate staff; participate in training and evaluation.
• Carry out administrative requirements and maintain professional hotel image.

Skills

Guest relations

Customer service

Supervisory experience

Interpersonal skills

Hospitality software

Organizational skills

Cultural awareness

Tools

Hospitality management systems

Job description

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 acurately 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 al 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
• 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.