Guest Relations Supervisor

3 weeks ago

Dubai, United Arab Emirates voco Full time

At voco®, we’ve created a new hotel brand that gives people a different choice. Hotels to count on but different enough to be fun. Unstuffy hotels, where people feel comfortable to relax, and just get on with relaxing. Our new family of hotels are connected by their own sense of style and individual character - and that’s something we make the most of. Finding the perfect mix of reliability and new experiences. Because we believe that when you respect individuality life gets interesting.

**At the heart of every great stay is a great host**. We think the trick to hosting is to take the time to understand what your guests need, and want. So before they arrive, we find out more about them and how we can make their stay better. Whilst they are with us we give tempting recommendations of our favourite drinks or food, or tips for local experiences that they won’t find in any guide book.

**Your day-to-day**

We are currently recruiting for a full-time **Guest Relations Supervisor** to join our enthusiastic team at voco® Dubai. You will comfort executive Guests throughout their stay at the hotel by responding efficiently to their enquiries and offering advice and information as requested. As Guest Relations Supervisor contributes to the first impressions of our Guests, Moreover, you will be responsible for the
- 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.

**What we need from you**

**At voco Dubai, we look for hosts who are reliably different and contribute in the success of bringing our brand to life**

**What we offer**

We’ll reward all your hard work with a great salary and benefits - in addition to career development, employee room discounts and great work culture.

Reliably Different - Welcome to voco® Hotels, IHG’s new upscale brand. We call our Hotels voco® - It means ‘to invite’ and ‘call together’ originating from Latin and representing our thoughtf

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