Customer Service Lead

5 days ago


Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates RIXOS Full time

Your Opportunity

We are seeking an exceptional Guest Relations Supervisor to join our team at RIXOS. As a key member of our Guest Relations team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and exceeds their expectations.

Key Responsibilities
  • Supervise and mentor the Guest Relations team to ensure consistent delivery of high-quality service.
  • Develop and maintain effective relationships with guests, colleagues, and other stakeholders.
  • Identify opportunities for process improvement and implement changes to enhance guest satisfaction.
  • Address and resolve guest complaints or issues promptly and professionally.
Leadership and Development
  • Provide guidance, support, and training to the Guest Relations team to ensure they have the necessary skills and knowledge to deliver exceptional service.
  • Conduct regular performance evaluations and provide constructive feedback to help team members grow and develop.
Operational Efficiency
  • Oversee daily operations of the Guest Relations desk to ensure smooth and efficient workflows.
  • Collaborate with other departments to ensure seamless guest experiences.
VIP and Special Guest Management
  • Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
  • Deliver personalized touches and exceptional service to exceed guest expectations.
Quality and Compliance
  • Ensure all guest service activities align with resort policies and luxury service expectations.
  • Implement guest recognition programs to foster loyalty and retention.
Qualifications
  • Education: Bachelor's degree in Hospitality Management or a related field preferred.
  • Experience: Minimum 2-3 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 (e.g., Opera, Fidelio) and Microsoft Office Suite.
    • Multilingual abilities an advantage.
  • Personality: Warm, approachable, detail-oriented, and customer-focused.


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