Guest Relations Team Leader

6 months ago

Abu Dhabi, United Arab Emirates RIXOS Full time

**Company Description**
Rixos Marina Abu Dhabi is a luxurious hospitality establishment that seamlessly combines modern elegance with world-class amenities. Nestled in the heart of Abu Dhabi, our resort offers an unparalleled experience for both leisure and business travelers. With a prime waterfront location, Rixos Marina Abu Dhabi sets itself apart as a premier destination for those seeking a blend of sophistication, comfort, and personalized service.

Key Features:
Stunning Waterfront Setting:
Enjoy breathtaking views of the marina and the Abu Dhabi skyline from the comfort of our well-appointed rooms and suites. The strategic location allows guests to immerse themselves in the vibrant atmosphere of the city.

Luxurious Accommodations:
Our accommodations are designed to provide the utmost comfort and style. Each room and suite is meticulously furnished with modern amenities, ensuring a relaxing and enjoyable stay for every guest.

World-Class Dining:
Indulge your palate with a diverse array of culinary delights at our on-site restaurants. From international cuisines to local flavors, our chefs craft exquisite dishes that cater to every taste.

State-of-the-Art Facilities:
Whether you're here for business or leisure, Rixos Marina Abu Dhabi offers a range of facilities to meet your needs. Our conference and event spaces are equipped with cutting-edge technology, while our wellness facilities provide a rejuvenating experience.

Exceptional Service:
At Rixos Marina Abu Dhabi, we take pride in delivering personalized and attentive service. Our dedicated staff is committed to ensuring that every guest's stay is memorable and exceeds expectations.

MAIN DUTIES AND RESPONSIBILITIES:
1.1.1 Ensures that all activities adhere to and support the hotel’s quality standards
1.1.2 To maintain and achieve a high Customer Satisfaction Score for the department
1.1.3 Conduct Staff appraisals annually and quarterly
1.1.4 Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and staff relations, observance of comapny’s rules and regulations, loyalty to management and inter-departmental co-operation.
1.1.5 To supervis the day to day operation of the guest relations department to ensure high standards of service and guest care at all times.
1.1.6 To use discretion and tact when dealing with guest enquiries, problems or compalints in an efficient and professional manner without detriment to the Hotel and / or its reputation
1.1.7 Tp be constantly proative in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.
1.1.8 To carry out duties of the Guest Relations Agent if required
1.1.9 To motivate, lead and ensure the continous improvement of the team to achieve the company’s vision and goals.
1.1.10 To carry out and supervise regular departmenal training and cross training of staff members from other hotel departmens.
1.1.11 To meet and carry out training records/summary within the department as required by the group
1.1.12 To maintain and distribute the staff attendance summary sheet
1.1.13 Reply to guest letters and queries
1.1.14 Respond to internal and external guest complaints in a professional manner.
1.1.15 To carry out Guest Relations Manger’s coverage as and when required
1.1.16 To ensure maintain the lobby and guests are being assisted by colleagues.
1.1.17 To oversee the organisation of the guest cocktails and communicate approximate number of attendees to the relevant department
1.1.18 Co-ordination and information with the Front Office, Hosekeeping, F&B and especially with the General Manager regarding VIPs
1.1.19 Review guest comments daily and takes contact if necessary and possible with the guest for direct action
1.1.20 To effectively hanle all guest complaints concerning the Front Office in co-ordination with the Front Office, taking corerctive action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, inform General Manager if required

**Qualifications**
University Degree in Hotel Management, Minimum 3-4 years in a similar role in a five star hotel
**Additional Information**
- ** Competitive Salary and Compensation**:

- Rixos Marina Abu Dhabi may offer a competitive salary that reflects the industry standards for similar positions.
- ** Training and Development Opportunities**:

- Access to training programs and development opportunities to enhance skills and advance within the company.
- ** Career Advancement**:

- Opportunities for career growth and advancement within the Rixos Hotels group.
- ** Health and Wellness Benefits**:

- Comprehensive health insurance coverage.
- ** Employee Recognition Programs**:

- Recognition programs to acknowledge and reward outstanding performance and dedication.
- ** Work-Life Balance**:

- Policies and practices that promote a healthy work-life balance, including fle

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