Guest Relations Supervisor

17 hours ago

Dubai, Dubai, United Arab Emirates Anantara Hotels & Resorts Full time
Guest Relations Manager

As a key member of the Anantara Dubai Palm Jumeirah Resort & Spa team, the Guest Relations Manager plays a vital role in delivering exceptional guest experiences and ensuring seamless operations in the front office.

Key Responsibilities:
  • Lead the Guest Relations team and oversee the Guest Relations function of the resort, fostering a culture of excellence and customer satisfaction.
  • Provide prompt, courteous, and efficient service to all guests, ensuring a high level of customer satisfaction and loyalty.
  • Facilitate efficient arrival and departure formalities for all guests, ensuring a smooth and welcoming experience.
  • Assist guests with resort activity enquiries and requests, providing personalized recommendations and solutions.
  • Ensure established levels of guest service are maintained at all times within the reception area, adhering to the highest standards of hospitality.
  • Actively elicit guest feedback and preferences regarding resort services and ensure action is initiated to maximize guest satisfaction and loyalty.
  • Ensure guest errands are executed as directed, demonstrating a commitment to customer satisfaction and service excellence.
  • Prepare all information collaterals for guests and related departments as per policy and standards, ensuring accuracy and attention to detail.
  • Ensure guests are personally welcomed and greeted by name and escorted to their rooms on arrival, creating a warm and memorable experience.
  • Provide information on resort services and facilities, as well as local attractions and general enquiries as requested, showcasing expertise and knowledge.
  • Ensure a member of management is in attendance of all arrivals and departures, maintaining a high level of visibility and accountability.
  • Coordinate transportation for guests in collaboration with the Concierge, Bell Captain, and Bell Men, ensuring seamless and efficient service.
  • Provide complete assistance to guests on arrival and departure (check-in and check-out), ensuring a smooth and hassle-free experience.
  • Prepare accurate room folios/bills and ensure settlement of the same, maintaining a high level of attention to detail and accuracy.
  • Responsible for all check-outs being done efficiently and accurately, ensuring a seamless and stress-free experience for guests.
  • Handle difficult situations effectively following resort policies and procedures, demonstrating a commitment to customer satisfaction and service excellence.
  • Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resort's Policies & Procedures to achieve the overall objectives of this position.
  • Ensure proper record keeping and documentation, as per statutory and organizational requirements, maintaining a high level of accuracy and attention to detail.
  • Closely liaise with Guest Services Centre in ensuring all follow-ups are done in a timely manner, maintaining a high level of communication and collaboration.
  • Ensure correct documentation of all transactions at Front Office during shifts, maintaining a high level of accuracy and attention to detail.
  • Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager/Duty Manager, ensuring a high level of transparency and accountability.
  • Keep superior promptly and fully informed of all problems or unusual matters of significance, maintaining a high level of communication and collaboration.
  • Ensure safety and security of guests' belongings, maintaining a high level of vigilance and attention to detail.
  • Adhere to all organizational policies and standards, maintaining a high level of integrity and professionalism.
  • Actively participate in selling excursions and coordinating recreation, spa, and Food & Beverage, showcasing expertise and knowledge.
  • Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure, maintaining a high level of attention to detail and accuracy.
  • Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality, maintaining a high level of commitment to personal and professional development.
  • Lead the Guest Relations team by example, demonstrating a commitment to service excellence and customer satisfaction.
  • Train, mentor, and coach the Guest Relations team, maintaining a high level of expertise and knowledge.
  • Ensure that all fellow associates follow Safety rules and operating procedures, maintaining a high level of vigilance and attention to detail.
  • Is aware of all house rules and assists in enforcing them on associates, maintaining a high level of integrity and professionalism.
  • Always conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise, maintaining a high level of leadership and influence.
  • Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate, maintaining a high level of collaboration and communication.
  • Project at all times, a favorable image of the company, resort, and department, maintaining a high level of professionalism and integrity.
Qualifications:
  • A strong focus on customer service and a passion for delivering exceptional guest experiences.
  • Prior experience in hotel front office operations is preferred, with a proven track record of success and customer satisfaction.
  • Excellent communication skills; fluency in English is required, with the ability to communicate effectively with guests and colleagues.
  • Ability to work shifts, weekends, and public holidays, with a flexible and adaptable approach to work.
  • Computer skills in Microsoft Office, with the ability to learn and adapt to new systems and technologies.

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