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Guest Relations Supervisor

5 months ago

abu dhabi, United Arab Emirates Accor Full time
Company Description"Why work for Accor?We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit what you love, care for the world, dare to challenge the status quo #BELIMITLESS"Job DescriptionMAIN DUTIES AND RESPONSIBILITIES:Assumes full responsibility of the Guest Services department in the absence of the Guest Service ManagerFosters a warm and caring service culture while maintaining our Fairmont Service Plus cultureCreates and is dedicated to a positive, team-oriented work environment through open communication, empathy and supportCompletes regular quality assurance inspections and coach accordinglyRepresents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested in the absence of the Guest Service ManagerAssists in recruiting new team members and ensures that they are provided with initial and on-going training, mentoring, and supportConsistently has a presence with our colleagues while balancing the administrative needs of the positionEnsures departmental schedules reflect our service commitments, colleague needs and business-productivity commitmentsEnsures that our colleagues’ appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform.Assists in conducting daily shift briefings, ensuring that our colleagues are well informed and prepared to deliver outstanding serviceLiaise with Front Office, Fairmont Gold, Royal Service department to ensure seamless experienceLiaises with our Conference Services Department and our group contacts to ensure that all of our groups’ needs are well planned and achievedEnsures that the department’s equipment is well cared for and properly maintainedAssists in the training of Guest Services colleagues and also prepares them for emergency proceduresEnsures that the driveway traffic is managed effectivelyAnswers telephone calls using Fairmont Telephone EtiquetteQualificationsPrevious leadership experience in Guest Services requiredProven performance record in leading a department which achieved very high guest service, colleague satisfaction, and financial resultsMust have excellent communication skills, both written and verbalMust be highly organized, energetic and possess the ability to work well under pressureMust possess excellent management skills: decision-making, leadership, organization, planning and initiativeMust be results-oriented by being motivated and driven to meet objectivesMust have a strong personality in order to be assertive when controlling traffic on the drivewayMust have the ability to manage several tasks simultaneouslyMust be physically fit in order to lift and move luggageProficient in the English language (verbal & written), second language, such as Arabic is an assetMust be flexible in terms of working hoursMust be guest-orientated
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