Guest Relations Supervisor

Job description

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Key Responsibilities

· 
Guest Services Supervision

·  Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
·  Greet VIP guests, handle special requests, and ensure personalized experiences.
·  Monitor guest feedback and implement improvements to enhance guest satisfaction.
· 
Complaint Handling

·  Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
·  Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
· 
Team Leadership and Training

·  Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
·  Conduct performance evaluations and recommend development plans for team members.
· 
Operational Excellence

·  Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
·  Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
·  Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
· 
VIP and Special Guest Management

·  Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
·  Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.
· 
Quality and Standards Compliance

·  Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
·  Monitor and manage the implementation of guest recognition programs.
· 
Reporting and Communication

·  Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
·  Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications

·  Education: Bachelor’s degree in Hospitality Management or a related field preferred.
·  Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
·  Skills:
·  Exceptional communication and interpersonal skills.
·  Strong problem-solving and conflict-resolution abilities.
·  Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
·  Multilingual abilities are an advantage.
·  Personality: Warm, approachable, detail-oriented, and customer-focused.