Guest Relations Manager

1 month ago


Dubai, United Arab Emirates DURRANI HOLIDAY HOMES Full time

**Job Title: Guest Relations Manager**
**Location**: Dubai, UAE
**Company**: Durrani Holidays Homes
**Reports to**: General Manager

**Position Overview**:
**Key Responsibilities**:
**Guest Experience Management**:

- Serve as the primary point of contact for all guest inquiries, requests, and feedback.
- Ensure that all guest interactions, both in-person and through digital channels, are handled professionally, efficiently, and courteously.
- Proactively anticipate and exceed guest needs, ensuring that their experience exceeds expectations.

**Guest Satisfaction & Resolution**:

- Handle and resolve guest complaints, feedback, and special requests in a timely manner.
- Ensure a high level of guest satisfaction by ensuring quality standards are maintained in all properties.
- Follow up with guests after their stay to collect feedback and ensure their satisfaction.

**Team Coordination & Training**:

- Work closely with the operations and housekeeping teams to ensure the highest standards of property upkeep and cleanliness.
- Lead, train, and mentor guest relations staff to ensure excellence in service delivery.
- Coordinate with other departments to ensure smooth operations.

**Booking & Reservation Support**:

- Assist guests with the booking process, providing recommendations, answering questions, and offering personalized services.
- Oversee the check-in and check-out procedures, ensuring smooth and efficient processes for guests.

**Relationship Building**:

- Cultivate and maintain strong relationships with repeat guests and VIP clients, ensuring their loyalty to the brand.
- Develop and implement guest retention programs, including special offers or loyalty incentives.

**Operational Reporting & Administration**:

- Keep accurate records of guest feedback, complaints, and special requests, providing regular reports to the management team.
- Ensure compliance with company policies and industry regulations regarding guest services and safety.

**Key Skills & Qualifications**:

- **Education**: Bachelor’s degree in Hospitality Management, Business Administration, or related field.
- **Experience**: Minimum of 3 years of experience in guest relations, customer service, or hospitality management role.
- **Language Proficiency**: Fluency in English is required. Knowledge of additional languages (Arabic, Russian, etc.) is a plus.
- **Communication**: Exceptional verbal and written communication skills, with the ability to interact professionally with guests, staff, and management.
- **Customer-Centric**: Strong commitment to providing exceptional service and resolving guest concerns with a positive attitude.
- **Tech-Savvy**: Familiarity with property management software, reservation systems, and MS Office Suite.

**Additional Requirements**:

- Ability to work flexible hours, including weekends and public holidays, to accommodate guest needs.
- A positive and energetic attitude with a passion for hospitality.
- Knowledge of Dubai's tourism market and local attractions is preferred.

**Benefits**:

- Competitive salary.
- Health insurance and other benefits as per UAE law.
- Opportunities for career growth within a rapidly expanding company.

**How to Apply**:
Pay: AED5,000.00 - AED6,000.00 per month

Application Question(s):

- Available Immediately

**Experience**:

- Hospitality: 3 years (required)

Application Deadline: 19/12/2024



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