Guest Relations Supervisor

Job description

Company Description

A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.

Job Description

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

·  Live and project the goal, philosophy, vision, mission and core values of the company.
·  Adheres to company grooming standards at all time.
·  Is a continual source of information, help and assistance to all guests.
·  Prepares the weekly duty rosters.
·  Supervise Guest Relation Officers.
·  Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
·  Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
·  Conduct house tours / site inspection and special room drops for VIP’s.
·  Escorts all arriving guests to their respective suite.
·  Escorts external guests to their destination.
·  Escorts departing guests to their means of transport.
·  Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
·  Greet all residence guests personally.
·  Promote Inter-Hotel sales and in-house facilities.
·  Handle guest complaints and feedback according to Raffles standards ensuring necessary actions, follow up and recording are done.
·  Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
·  Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
·  Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
·  Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
·  Prepare compendiums prior to guest arrival and check-info system if necessary.
·  Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
·  Update and maintain efficient guest history system.
·  Prepare requisition and distribution of amenities on a timely basis.
·  Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
·  Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
·  Abides by all policies and procedures.
·  Has full knowledge of Raffles standards.
·  Performs related duties and special projects assigned by Senior Management.

Qualifications

PERSONAL ATTRIBUTES

·  Strong written and verbal communication skills in English
·  Able to develop rapport with colleagues and management staff
·  Ability to work cohesively with co-workers as part of a multi-cultural team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Ability to promote positive relations with guests and patrons
·  Able to exercise good judgment with difficult guests

QUALIFICATIONS

·  Degree from School for Tourism & Hotel Management

EXPERIENCE

·  Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

Additional Information

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates