Assistant Manager Guest Relations

Job description

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

Job Description

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Assist in managing the daily operations of the Guest Relations team.

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Greet and engage VIPs, long-stay guests, and repeat visitors to ensure a personalized experience.

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Handle guest feedback and complaints efficiently, ensuring prompt resolution and follow-up.

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Support in coordinating special requests, amenities, and celebrations (e.g., birthdays, anniversaries).

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Collaborate with Front Office, Housekeeping, F&B, and other departments to enhance guest satisfaction.

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Ensure accurate guest profile updates and usage of guest preference data.

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Monitor guest satisfaction scores and implement improvement strategies.

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Coach and mentor Guest Relations team and other Front Office staff on service standards and guest engagement.

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Maintain a strong presence in the lobby and other guest areas.

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Uphold brand standards and ensure consistent delivery of service excellence.

Qualifications

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Minimum 2-3 years of experience in a guest-facing role, preferably in luxury hospitality.

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Excellent communication and interpersonal skills.

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Problem-solving mindset with a focus on guest satisfaction.

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Proficient in hotel management systems (e.g., Opera, PMS).

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Fluency in English; additional languages are a plus.

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Flexibility to work varied shifts, weekends, and holidays.