Guest Relations Supervisor

2 weeks ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates beBee Careers Full time
Job Summary:
A high-level guest relations supervisor is responsible for leading a team of professionals to deliver exceptional service to guests throughout their journey. The role involves supervising and training team members, handling guest complaints, and maintaining operational excellence.

Key Responsibilities:
• Guest Services Supervision: Lead the guest relations team to provide outstanding service from pre-arrival to departure.
  • Greet VIP guests, handle special requests, and ensure personalized experiences.
  • Monitor guest feedback and implement improvements to enhance guest satisfaction.

• Complaint Handling: Address and resolve guest complaints efficiently while maintaining a professional demeanor.
  • Ensure follow-up actions are taken to exceed guest expectations and build loyalty.

• Team Leadership and Training: Supervise, mentor, and train the guest relations team to ensure consistent delivery of high-quality service.
  • Conduct performance evaluations and recommend development plans for team members.

• Operational Excellence: Oversee daily operations of the guest relations desk to ensure smooth and efficient workflows.
  • Collaborate with other departments to ensure seamless guest experiences.
  • Maintain accurate records of guest preferences, complaints, and service recovery initiatives.

• VIP and Special Guest Management: Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
  • Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.

• Quality and Standards Compliance: Ensure all guest service activities align with luxury service expectations.
  • Monitor and manage the implementation of guest recognition programs.

• Reporting and Communication: Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
  • Act as a liaison between the guest relations team and management to address operational needs and strategic goals.

Qualifications:
• Education: Bachelor's degree in Hospitality Management or a related field preferred.
  • Experience: Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
  • Skills:
    • Exceptional communication and interpersonal skills.
    • Strong problem-solving and conflict resolution abilities.
    • Proficiency in hotel management software and Microsoft Office Suite.
    • Multilingual abilities are an advantage.
  • Personality: Warm, approachable, detail-oriented, and customer-focused.

Work Arrangements:
• Full-time employment.
  • No remote work.

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