Guest Relations Supervisor
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Key skills for this role
About the Role
Mandarin Oriental Downtown, Dubai seeks a Guest Relations Supervisor to elevate guest experiences and ensure VIP and club guests receive high-quality service. The role involves coordinating with departments, handling check-ins/check-outs, and anticipating guest needs.
Key Skills for This Role
Responsibilities
- Ensure VIP rooms are prepared to guest preferences and anticipate needs throughout the stay
- Collaborate with departments like Housekeeping, Spa, and Concierge to fulfill guest needs
- Engage warmly with guests, manage expectations, and address complaints
- Conduct check ins/check outs and maintain inventory of guest supplies
- Foster teamwork, provide coaching and feedback, and participate in meetings
Requirements
- Senior School qualification
- At least 2 years of experience in a 5 star hotel
- Minimum 1 year in Guest Relations or Butler services
- Proficient in Microsoft Office, PSMS, and front office software
- Strong verbal and written communication skills
- Excellent organizational abilities and attention to detail
- Physically capable of standing for extended periods
- Flexible to work various shifts including evenings, weekends, and holidays
Full Job Posting
About The Job
- Based at Mandarin Oriental Downtown, Dubai within the Guest Relations Department, the Guest Relations Supervisor supports and executes operations in the Guest Relations section, elevates guest experience, and ensures VIP and club guests receive high quality service.
- Reports to Guest Relations Manager.
Duties
- Ensures VIP rooms are prepared to guest preferences, attends to special requests, and anticipates needs throughout the stay, including handling luggage, amenities, and suite orientation.
- Collaborates with various departments (e.g., Housekeeping, Spa, Concierge) to fulfill guest needs and ensure seamless service, including proper shift handovers and using systems like Alice App.
- Engages warmly with guests, manages expectations, addresses complaints, and consistently strives to deliver memorable and personalized 'WOW' experiences.
- Conducts check ins/check outs, maintains inventory of guest supplies and amenities, and upholds hotel policies, ensuring full knowledge of all resort services and standards.
- Fosters teamwork, provides coaching and feedback, handles conflicts, and actively participates in meetings to drive continuous service improvement.
- Demonstrates humility, empathy, and integrity while promoting a culture of excellence aligned with the hotel's Legendary Quality Experiences (LQEs).
We Expect From You
- Senior School qualification with at least 2 years of experience in a 5 star hotel, including a minimum of 1 year in Guest Relations or Butler services.
- Advantageous to have prior experience in hotel pre opening and working in the Middle East region.
- Proficient in Microsoft Office, PSMS, and other relevant front office software.
- Strong verbal and written communication, problem solving, and interpersonal skills for engaging with guests and colleagues at all levels.
- Excellent organizational abilities with keen attention to detail; able to multitask and prioritize in a dynamic environment.
- Physically capable of standing for extended periods and flexible to work various shifts, including evenings, weekends, and holidays.
Our commitment to you
- Learning & Development: unique learning and development programmes for various stages in your career.
- MOstay: complimentary nights and attractive rates on rooms for you and your loved ones.
- Health & Colleague Wellness: a variety of health benefits and wellness programmes.
- Colleague Comfort and Convenience: comfortable accommodation, duty transportation, and duty meals.
- Competitive Salary and Benefits: competitive salary and attractive benefits package aligned with UAE industry standards.
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