Guest Relations Supervisor

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

Job summary

A leading hospitality group in Qatar is seeking a Guest Relations Supervisor responsible for ensuring outstanding hospitality for all guests. This role involves managing the guest relations team, addressing guest concerns, and coordinating with various departments to enhance the guest experience. The ideal candidate will have 2-3 years of relevant experience and strong leadership skills. Proficiency in front office software is preferred.

Qualifications

• 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.

Responsibilities

• Lead the guest relations team in providing warm personalized service to all guests.
• Manage VIP and special guest experiences coordinating with relevant departments.
• Address guest complaints or concerns promptly and professionally.
• Train, guide and motivate the guest relations team to uphold the hotels service standards.
• Coordinate with front office and F&B teams to personalize guest experiences.

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 hotels 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 hotels 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 hotels 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.

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.