Guest Relations Supervisor

4 months ago


Dubai, United Arab Emirates Accor Full time

JobDescription

PURPOSEOF POSITION

To oversee anddirect all aspects of Guest Relations to maximize guestsatisfaction.

Key Roles& Responsibilities

  • Live and project the goal,philosophy, vision, mission and core values of thecompany.
  • Adheres to company grooming standardsat all time.
  • Is a continual source ofinformation, help and assistance to allguests.
  • Prepares the weekly dutyrosters.
  • Supervise Guest RelationOfficers.
  • Keeps the immediate manager fullyinformed of all problems or unusual matters of significance.Communicates and liaises at all times with Assistant GuestRelations Manager.
  • Maintains Transparent andopen line of communication, coordination and feedback with relateddepartments to ensure customer requests and complaints are handledeffectively and efficiently.
  • Conduct housetours / site inspection and special room drops forVIP’s.
  • Escorts all arriving guests totheir respective suite.
  • Escorts external gueststo their destination.
  • Escorts departing gueststo their means of transport.
  • Checked all VIProoms prior to arrival and ensures that the correct standard(allocations, amenities and special requests) ismaintained.
  • Greet all residence guestspersonally.
  • Promote Inter-Hotel sales andin-house facilities.
  • Handle guest complaintsand feedback according to Raffles standards ensuring necessaryactions, follow up and recording aredone.
  • Completes the departure list for thefollowing day – contact VIP guests for any necessaryarrangements.
  • Renders maximum guestsatisfaction through personal recognition and prompt cordialattention to entire residence guest.
  • EnsureClub members consistently receive all benefits, repeat guests andother VIP’s receive special recognition andservice
  • Liaise closely with Concierge, Butlerand Raffles Inc for Hotel events, restaurant promotions, Limousinerequirements and special VIP requests orpreparations.
  • Prepare compendiums prior toguest arrival and check-info system ifnecessary.
  • Maintain close contact with AirportConcierge, Reception for new arrivals anddepartures.
  • Update and maintain efficient guesthistory system.
  • Prepare requisition anddistribution of amenities on a timelybasis.
  • Assures the upkeep and cleanliness ofthe Guest Relations desk and lobby at alltimes.
  • Attend daily and monthly briefings ormeetings to facilitate communications and smoothoperations.
  • Abides by all policies andprocedures.
  • Has full knowledge of Rafflesstandards.
  • Performs related duties and specialprojects assigned by Senior Management.

Qualifications

PERSONALATTRIBUTES

  • Strong written and verbalcommunication skills in English
  • Able to developrapport with colleagues and managementstaff
  • Ability to work cohesively withco-workers as part of a multi-culturalteam
  • Ability to focus attention on guest needs,remaining calm and courteous at alltimes
  • Ability to promote positive relationswith guests and patrons
  • Able to exercise goodjudgment with difficult guests

Qualifications

  • Degree from School for Tourism& Hotel Management

Experience

  • Minimum 3 - 5 years’relevant experience with at least 2 year at a supervisorylevel

AdditionalInformation

Raffles Dubai Sheikh Rashid Road,Wafi121800 Dubai, United Arab Emirates



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