Guest Relations Supervisor

6 months ago


Dubai, United Arab Emirates Anantara Hotels & Resorts Full time


JobDescription

Please note thatthis is not an exhaustive list of everything that needs to be done.Employees at Anantara Dubai Palm Jumeirah Resort & Spaalways find new ways to look after the business, their guests, andtheir associates. Within this, the key responsibilities for thisposition are:

  • Isresponsible for Guest Relations function of theresort.
  • Provide prompt, courteous and efficientservice to all guests, so as to achieve a high level of customersatisfaction.
  • Facilitate an efficient arrivaland departure formality for all guests.
  • Assistguest in resort activityenquiries/requests.
  • Ensure that establishedlevels of guest service are maintained at all times within thereception area.
  • Actively elicit guest feedbackand preferences, regarding resort services and ensure action isinitiated on the same to maximize guestsatisfaction.
  • Ensure guest errands are executedas directed.
  • Prepare all informationcollaterals for guests and related departments as per the policyand standards.
  • Ensure guests are personallywelcomed and greeted by name and escorted to their rooms onarrival.
  • Provide information on resort servicesand facilities, as well as local attractions and general enquiresas requested.
  • Ensure a member of management isin attendance of all arrivals anddepartures.
  • Ensure sufficient stocking ofwelcome beverage, refresh towels and special departure expressionsare maintained.
  • Coordinate transportation forguests in collaboration with the Concierge, Bell Captain and BellMen including buggy and car transfers.
  • Providecomplete assistance to guests on arrival and departure (check inand check out).
  • Prepare accurate room folios /bills and ensures settlement of thesame.
  • Responsible for all check outs being doneefficiently and accurately.
  • Handle difficultsituations effectively following resort policies andprocedures.
  • Perform all duties andresponsibilities in a timely and efficient manner in accordancewith established Resort’s Policies & Proceduresto achieve the overall objectives of thisposition.
  • Ensure proper record keeping anddocumentation, as per statutory and organizationalrequirements.
  • Closely liaise with GuestServices Centre in ensuring all follow ups are done in a timelymanner.
  • Ensure correct documentation of alltransactions at Front Office duringshifts.
  • Communicate promptly and efficientlyguest complaints and compliments to the Front Office Manager / DutyManager.
  • Keep superior promptly and fullyinformed of all problems or unusual matters ofsignificance.
  • Ensure safety and security ofguests’ belongings.
  • Adhere to allorganizational policies and standards.
  • Activelyparticipate in selling excursions and coordinating recreation, spaand Food & Beverage.
  • Responsible forimplementing and maintaining the sanctity of the Guest ServiceQuestionnaire daily as per standard operatingprocedure.
  • Attend behavioral and vocationaltraining in own and related work areas, to enhance skills anddevelop multi-functionality.
  • Lead the GuestRelations team by example.
  • Train, mentor andcoach the Guest Relations team.
  • Ensure that allfellow associates follow Safety rules and operatingprocedures.
  • Is aware of all house rules andassists in enforcing them on associates.
  • Alwaysconduct himself/herself in such a manner so as to encourage allfellow team members to do likewise.
  • Maintain afavorable working relationship with all other company employees tofoster and promote a cooperative and harmonious workingclimate.
  • Project at all times, a favorableimage of the company, resort and department.

Qualifications

  • A strong focus on customerservice.
  • Prior experience in hotel front officeoperations is preferred.
  • Excellentcommunication skills; fluency in English isrequired.
  • Be able to work shifts, weekends andpublic holidays.
  • Computer skills in MsOffice.


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