Guest Relations Supervisor
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Key skills for this role
About the Role
The Meydan Hotel seeks a Guest Relations Supervisor to oversee daily operations of the guest relations team, ensuring exceptional service and memorable experiences. The role involves supervising staff, managing VIP arrivals, addressing guest concerns, and coordinating with front-of-house departments.
Key Skills for This Role
Responsibilities
- Conduct daily briefings and ensure attendance of all teams and communicate anticipated business demands
- Maintain maximum presence in the main lobby to greet and provide warm welcome experience to arriving guests
- Ensure a very high level of customer service is constantly maintained for Reception and Lobby area
- Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
- Coordinate guests’ special needs, requests and preferences with the departments concerned
- Monitor and drive positive guest reviews on social media, Trip Advisor & OTA partner’s websites
- Serve as a point of contact for long stay Guests of 7 days or longer
- Manage records and resolve Guest or customer complaints promptly
- Demonstrate thorough understanding of all facilities and services and identify opportunities for up selling
- Maintain staffing levels to meet business demands
- Maintain accurate administrative records of all documents
- Arrange and coordinate daily departmental briefings and chair departmental monthly meetings
Requirements
- Hotel Management graduate or minimum High School Graduate
- 1.5 years in similar position in a five star hotel
- Excellent telephone skills
- Excellent spoken and written English
- Proficiency in additional languages considered an advantage
Full Job Posting
Job Summary
- The Guest Relations Supervisor oversees the daily operations of the guest relations team, ensuring exceptional service delivery and memorable guest experiences that reflect the hotel’s unique brand standards.
- This role is responsible for supervising staff, managing VIP arrivals, addressing guest concerns, and maintaining smooth coordination with all front of house departments.
- The position reports to the Guest Relations Manager and may be involved in special projects, service improvement initiatives, and brand driven guest experience programs.
Key Responsibilities
- Adhere to all hotel rules and regulations as per Service Standard Policies and procedures.
- Attend to duty timely and wearing the correct uniform, name badge and well groomed.
- Conduct daily briefings and ensure attendance of all teams and communicate anticipated business demands.
- Be fully trained in using the Hotel Opera Cloud system and assist the guest relations desk when required.
- Maintain maximum presence in the main lobby to greet and provide warm welcome experience to arriving guests.
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area.
- Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner.
- Coordinate guests’ special needs, requests and preferences with the departments concerned.
- Monitor and drive positive guest reviews on social media, Trip Advisor & OTA partner’s websites.
- Serve as a point of contact for long stay Guests of 7 days or longer.
- Manage records and resolve Guest or customer complaints promptly.
- Demonstrate thorough understanding of all facilities and services and identify opportunities for up selling.
Skills, Experience & Educational Requirements
- Hotel Management graduate or Minimum High School Graduate
- 1.5 years in similar position in a five star hotel.
- Excellent telephone skills
- Performs tasks accurately and efficiently
- Demonstrates energy and enthusiasm at work
- Courteous and helpful to colleagues and customers
- Demonstrates dedication and commitment to their role.
- Proactively assists customers
- Takes responsibility for identifying and meeting guest needs
- Takes ownership and follows through customer requests
- Ability to attend emergencies in a level headed manner
- The ability to multitask
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