Guest Relations Team Leader

1 month ago

Dubai, United Arab Emirates Deluxe Holiday Homes Full time

**Deluxe Holiday Homes **is Dubai’s leading vacation rental management firm, offering an extensive range of services including vacation rentals, property management, real estate brokerage, and more. We manage over 700 properties and employ a dedicated team of over 240 professionals, driven by innovation, professionalism, and excellence.

**About the role**:
We are looking for The Guest Relations Team Leader, who is responsible for overseeing the guest relations team, ensuring that every guest has a positive and seamless experience from arrival to departure. This role focuses on delivering high-quality service, addressing guest concerns, and creating memorable experiences. The Guest Relations Team Leader coordinates and leads the guest relations team while ensuring that all procedures are followed efficiently.

**Responsibilities**:

- Guest Relations Team Support: Provide support and guidance to the Guest Relations Officers, ensuring smooth operations and efficient guest service delivery.
- Scheduling and Shift Management: Coordinate and manage the scheduling of Guest Relations Officers AND Housekeeping teams, ensuring appropriate coverage and adherence to shift rotations.
- Training and Development: Assist in the training and onboarding of new Guest Relations Officers, ensuring they have the necessary knowledge and skills to provide exceptional guest service.
- Performance Monitoring: Monitor the performance of Guest Relations Officers, conducting regular evaluations and providing feedback to drive continuous improvement.
- Quality Assurance: Implement and monitor quality assurance programs to maintain high standards of guest service. Conduct regular audits and provide feedback to Guest Relations Officers to ensure compliance with service standards and protocols.
- Guest Feedback Management: Manage guest feedback processes, including responding to guest complaints, resolving issues, and ensuring guest satisfaction.
- Standard Operating Procedures: Develop and update standard operating procedures for the Guest Relations team, ensuring consistent and efficient service delivery.
- Communication and Coordination: Serve as a liaison between the Guest Relations team and other departments, facilitating effective communication and coordination to ensure guest needs are met.
- Guest Engagement: Implement strategies to enhance guest engagement and satisfaction, such as developing personalized guest recognition programs and organizing special events or activities.
- Crisis Management: Develop and implement crisis management protocols and train the Guest Relations team on emergency procedures to ensure guest safety and well-being.
- Relationship Management: Foster positive relationships with guests, ensuring their needs and preferences are understood and anticipated to provide personalized service.
- Data Analysis and Reporting: Analyze guest feedback, trends, and performance metrics to identify areas for improvement and generate reports for management.
- Upselling and Revenue Generation: Collaborate with the Sales and Marketing teams to identify upselling opportunities, promote additional services, and maximize revenue through guest interactions.
- Guest Loyalty Programs: Develop and manage guest loyalty programs, including enrollment, benefits, and promotions, to enhance guest retention and drive repeat business.
- Guest Service Excellence: Promote a culture of exceptional guest service within the Guest Relations team, providing ongoing training and coaching to maintain high service standards.
- Budgeting and Resource Allocation: Assist in budget planning for the Guest Relations department, ensuring efficient allocation of resources and adherence to financial goals.
- Guest Relations Policies and Procedures: Develop and update guest relations policies and procedures, ensuring compliance with company standards, industry regulations, and legal requirements.
- Professional Development: Stay updated on industry best practices, attend relevant training programs and conferences, and encourage professional development opportunities for the Guest Relations team.

**Benefits**:

- Competitive Salary Package.
- Employment visa & Medical Insurance Plan.
- Air Ticket Allowance.
- Annual Paid leave.
- A great working environment.
- Comprehensive training and support.
- Opportunity to work with multi-cultural environment.

**Requirements**:

- Bachelor’s degree in Hospitality Management or a related field is preferred.
- Minimum of 3-5 years of experience in guest relations or front office team leader roles, with at Experience working in luxury hotels, Holiday homes, resorts, or similar settings is an advantage.
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Problem-solving and conflict-resolution skills.
- Proficient in CRM Software
- Fluent in English; additional languages are a plus.
- Attention to detail and a customer-first mindset.

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