Guest Relations Supervisor

2 weeks ago


Dubai, Dubai, United Arab Emirates voco Full time
  • Ensure through effective supervision that all services provided at Guest Relations are always available and carried out efficiently.
  • Implement guest recognition and guest contact programs.
  • Implement repeat guests and other related programs as well as update guest profile with pertinent information and general comments.
  • Implement guest birthday program and ensure that all birthdates are registered and corresponding amenities are delivered.
  • Supervise preparation and distribution of welcome cards and amenities.
  • Coordinate with other departments to ensure proper handling of amenities to be placed in VIP rooms (i.e., flowers, special occasion cakes, etc.)
  • Conduct regular inspection of rooms and liaise with the housekeeping department on deviation from standard set-ups.
  • Meet and escort all arriving guests ensuring that their needs are satisfied and that they are checked in a courteous and efficient manner. Give a complete introduction of the hotel and its facilities, pointing out fire evacuation routes.
  • Review daily arrivals/departures, for guests with airport pick-up/drop-off, and liaise with Concierge to book/assign appropriate vehicle/driver. Coordinate closely with Airport Representative and transport personnel for the timely dispatch of transport service.
  • Work with Room Reservations for the accurate flight information, and with Visa/Protocol officer to assure compliance on proper documentation and hassle-free entry of guests.
  • Constantly check reservations to ensure that guests with special requests are handled correctly.
  • Impose and observe the established method of coordination with all departments, particularly with F&B Banquets and Kitchen in assisting functions at the Business Center.
  • Supervise usage of all available systems and equipment including PMS (Property Management System), AV Equipment, internet lines, etc.
  • Coordinate and ensure the maintenance of an atmosphere of tranquility in all areas of the hotel, never giving the impression that there is a problem.
  • Continuously update oneself and have a comprehensive knowledge, on places and events, trends, developments, and new ideas to enhance guest experience.
  • Be aware of all fire prevention and safety regulations at all times.
  • Handle all emergencies as laid down in the hotel's emergency policy.
  • Have a complete knowledge of hotel programs, facilities and activities; as well as the local environment such as attractions, restaurants and shopping areas within the city.
  • Supervise Guest Relations and Club Lounge colleagues on a daily basis to include training, discipline, scheduling and visually monitoring employee performance to ensure adherence to all service and productivity standards ensuring guest satisfaction.
  • Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
  • Communicate effectively both verbally and in writing to provide clear direction to staff in performing their tasks.
  • Supervise the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.


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