Guest Relations Supervisor

Accor; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in luxury hospitality is seeking a Guest Relations Supervisor to enhance guest experiences and lead a dedicated team in Jeddah. This role will oversee guest interactions, ensure superb service standards, and foster a culture of excellence. Ideal candidates will possess exceptional communication skills, leadership experience in high-pressure environments, and a passion for creating memorable guest experiences.

Qualifications

• 3+ years in a guest-facing luxury hospitality role with supervisory experience.
• Exceptional communication skills, and ability to inspire a team.
• Detail-oriented, passionate about delivering unique guest experiences.

Responsibilities

• Supervise and mentor the Guest Relations team.
• Act as the primary point of contact for guests.
• Manage and resolve guest feedback and complaints.

Skills

Interpersonal skills

Leadership

Problem-solving

Communication

Multitasking

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Tools

Hospitality management software

Job description

Located adjacent to the residential tower, expert service and world-class luxury combine in the Raffles Hotel Jeddah, which is ready to welcome you and your guests at any moment. Here, the high standards, special touches, and trademark elegance of the Raffles brand are the ultimate compliment to the charm and beauty of a stay in Jeddah.

Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Supervisor to join our team in Jeddah, Saudi Arabia. As a key member of our hospitality team, you will be responsible for ensuring exceptional guest experiences, supervising the guest relations team, and maintaining the highest standards of service in our establishment.

• Act as the primary point of contact for guests, ensuring their needs and expectations are consistently met and exceeded
• Supervise and mentor the Guest Relations team, fostering a culture of excellence and continuous improvement
• Coordinate with other departments to handle guest requests, special events, and VIP preparations effectively
• Manage and resolve guest feedback, complaints, and issues promptly and professionally
• Develop and implement unique guest touchpoints and personalized experiences
• Ensure the lobby and Guest Relations desk maintain impeccable standards of cleanliness and organization
• Conduct regular checks of VIP rooms prior to arrival to ensure all standards are met
• Monitor and manage key performance indicators related to guest satisfaction and operational efficiency
• Maintain a visible presence during peak times in key operational areas to enhance guest interaction
• Collaborate with the Guest Relations Manager to identify and implement service improvements
• Serve as a brand ambassador, building strong relationships with guests and fostering loyalty
• Prepare and manage weekly duty rosters to ensure optimal team coverage
• Adapt to changing priorities and handle multiple tasks in a fast-paced environment

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred)
• Minimum of 3 years of experience in a guest-facing role within luxury hospitality, with supervisory experience
• Exceptional interpersonal and communication skills, with the ability to interact professionally with guests from diverse backgrounds
• Strong leadership capabilities and the ability to inspire and motivate a team
• Excellent problem-solving and decision-making skills
• Proficiency in English; additional languages are a plus
• Detail-oriented with a passion for delivering unique guest experiences
• In-depth knowledge of luxury hospitality standards and practices
• Experience in multicultural environments and serving high-profile clients
• Proficiency in hospitality management software
• Familiarity with local attractions and services in Jeddah, Saudi Arabia
• Flexibility to work evenings, weekends, and holidays as required by the operation
• Ability to remain calm and professional in high-pressure situations
• Strong organizational skills and the ability to multitask effectively

Additional Information

• Being a Raffles employee means embodying and conveying the brand and the company mindset through our Heartiest service culture.