Guest Relations Supervisor

Minor International; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading hotel in Doha is hiring a Guest Relations Supervisor to enhance guest satisfaction and team performance. This role involves overseeing guest relations operations, handling VIP guests, and ensuring high service standards while training and guiding the guest relations team. Candidates should have relevant hospitality experience, leadership skills, and a commitment to providing exceptional service in a dynamic environment.

Qualifications

• Minimum of 2-3 years experience in guest relations or front office roles.
• Strong leadership abilities with experience in team supervision.
• Proficient in English, both written and spoken.

Responsibilities

• Lead the guest relations team to ensure outstanding hospitality.
• Manage VIP and special guest experiences.
• Train and motivate the guest relations team.

Skills

Communication

Interpersonal Skills

Conflict Resolution

Leadership

Multitasking

Education

Certificate in Hospitality Management

Tools

Front Office Software

Job description

The Guest Relations Supervisor is responsible for overseeing the guest relations team to ensure all guests experience outstanding hospitality throughout their stay. This role includes coordinating guest requests, handling VIP guests, and managing feedback to continuously improve guest satisfaction. The Guest Relations Supervisor works closely with other departments to ensure seamless service delivery that aligns with the hotel s standards and enhances the guest experience.

Key Responsibilities:

• Guest Service and Satisfaction
  • Lead the guest relations team in providing warm, personalized service to all guests, ensuring each guest feels valued and cared for.
  • Manage VIP and special guest experiences, coordinating with relevant departments to ensure expectations are met and exceeded.
  • Address guest complaints or concerns promptly and professionally, finding effective solutions to ensure guest satisfaction.
• Team Supervision and Training
  • Train, guide, and motivate the guest relations team to uphold the hotel s service standards and policies.
  • Schedule and manage team shifts to ensure adequate coverage and smooth operations at all times.
  • Provide feedback to team members, supporting their development and growth.
• Operations Coordination
  • Coordinate with the front office, Villa Host, and F&B teams to personalize guest experiences and ensure seamless service.
  • Monitor guest feedback through surveys, reviews, and in-person interactions, identifying areas for improvement and implementing corrective actions.
  • Maintain detailed records of guest preferences, feedback, and incidents to enhance future stays and improve service standards.
• Promotions and Upselling
  • Inform guests about hotel facilities, activities, and promotions, encouraging them to take advantage of available amenities.
  • Identify opportunities to upsell services, upgrades, and packages that enhance the guest experience and increase revenue.
• Quality Control and Reporting
  • Conduct regular quality checks to ensure the team delivers consistent, high-quality service aligned with the hotel s standards.
  • Generate daily, weekly, and monthly reports on guest feedback, complaints, and team performance for management review.
  • Monitor key performance metrics, such as guest satisfaction scores, and take action as needed to maintain high levels of service.

Desired Candidate Profile

Qualifications

• Certificate in Hospitality Management or related field preferred.
• Minimum of 2-3 years experience in guest relations or front office roles within the hospitality industry.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong leadership abilities with experience in training and supervising a team.
• Proficiency in Front Office Software
• Detail-oriented and able to multitask in a fast-paced environment.
• Ability to work flexible hours, including weekends and holidays.
• Proficient in English, both written and spoken

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