Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Supervisor to join our team in Dubai, United Arab Emirates. As a key member of our front office team, you will be responsible for ensuring exceptional guest experiences and leading a team of guest relations professionals.

• Supervise, mentor, and train the guest relations team, ensuring high standards of customer service and compliance with hotel policies and procedures
• Develop and implement strategies to enhance guest satisfaction and loyalty, including personalised services and recognition programmes
• Anticipate guest needs, handle enquiries, and manage complex issues to ensure positive resolutions and exceed guest expectations
• Collaborate with other departments, including housekeeping, food and beverage, and concierge, to ensure seamless guest experiences throughout their stay
• Oversee VIP arrangements, including pre-arrival preparations, welcome amenities, and special requests, ensuring a luxurious and memorable experience
• Monitor and analyse guest feedback through various channels, implementing improvements and training team members on best practices
• Maintain accurate guest records and reports using front office systems, and contribute to continuous improvement initiatives
• Manage guest complaints and service recovery efforts, ensuring prompt and satisfactory resolutions
• Coordinate with the reservations team to manage room allocations, upgrades, and special requests

Qualifications

• Bachelor’s degree in Hospitality Management or related field, with minimum 3 years’ experience in guest relations or front office operations, including 1 year in a supervisory role
• Proven track record of delivering exceptional customer service in a luxury hospitality environment
• Strong leadership, team management, and organisational skills
• Excellent communication and interpersonal skills, with advanced problem-solving abilities
• Proficiency in English; additional languages are advantageous
• Opera experience