Guest Relation Supervisor

Job description

Company Description

Movenpick Resort El Qusier

Job Description

We are seeking an enthusiastic and customer-focused Guest Relation Supervisor to join our team in Movenpick El Qusier, Egypt. As a key member of our front office team, you will lead by example in delivering exceptional guest experiences and ensuring the highest standards of service in our luxury hotel setting.

·  Supervise and coach the guest relations team, ensuring consistent delivery of refined and personalized service
·  Act as the primary point of contact for guest inquiries, concerns, and special requests
·  Oversee VIP arrivals, in-house experiences, and departures, coordinating with various departments to exceed guest expectations
·  Implement and maintain guest recognition programs for VIPs, repeat guests, and special occasions
·  Conduct service recovery with empathy and authority to resolve guest issues and maintain loyalty
·  Manage daily operations of the guest relations department, including staffing schedules and service standard compliance
·  Collaborate with other departments to create seamless and memorable guest experiences
·  Maintain accurate guest profiles, preferences, and feedback in the hotel's systems
·  Participate in daily briefings and service meetings to align guest priorities across the hotel
·  Uphold and enforce the hotel's grooming, etiquette, and communication standards
·  Ensure compliance with hotel policies, safety procedures, and local regulations

Qualifications

·  3-5 years of experience in guest relations, front office, or guest experience roles within a luxury or five-star hotel environment
·  Proven supervisory or team-leading experience in a hospitality setting
·  Bachelor's degree in Hospitality Management or related field preferred
·  Strong leadership and coaching abilities, with a focus on developing team members
·  Exceptional interpersonal and communication skills, with the ability to interact professionally with guests from diverse backgrounds
·  High emotional intelligence and cultural awareness
·  Demonstrated expertise in service recovery and problem-solving
·  Strong organizational skills and meticulous attention to detail
·  Proficiency in property management systems (e.g., Opera) and Microsoft Office suite
·  Mandatory professional proficiency in German, along with full Fluency in English
·  In-depth knowledge of luxury hospitality standards and guest satisfaction principles
·  Familiarity with local culture, attractions, and customs in El Qusier, Egypt
·  Ability to work effectively in a multicultural environment
·  Flexible to work varying shifts, including weekends and holidays
·  Polished, confident, and professional presence
·  Calm and decisive under pressure, with a passion for delivering exceptional guest experiences