Assistant Guest Relations Manager (Luxury Hotel Industry)

The Assistant Manager – Guest Relations plays a vital role in elevating the member and guest experience by integrating contemporary hospitality practices and delivering outstanding service interactions. This position focuses on team leadership, operational improvement, employee development, and nurturing an engaging environment that supports both guests and staff.

Key Responsibilities

• Provide inspiring leadership and direction to ensure team members reflect the Club’s brand values and consistently deliver memorable experiences to members and guests.
• Oversee daily staff briefings, coordinate training programs, evaluate performance, and act as the main point of support for the Guest Relations team.
• Maintain up-to-date knowledge of Club facilities, promotions, pricing, and policies to effectively guide members, visitors, and clients.
• Optimize staff productivity through effective scheduling, coaching, mentoring, and resource planning.
• Respond to guest inquiries, concerns, and complaints; resolve issues promptly, record feedback, and ensure follow-up for complete satisfaction.
• Promote strong interdepartmental collaboration by supporting teams in addressing operational needs and meeting shared objectives.
• Develop, review, and update Standard Operating Procedures (SOPs) to maintain accuracy, consistency, and efficiency in departmental processes.
• Compile and analyze guest and member feedback from various channels to generate insights that enhance services and Club offerings.
• Prepare management reports, conduct root-cause analysis of challenges, and work with department heads to implement improvement measures.
• Coordinate special discounts or concessions with the Finance Manager, secure approval from the Director of Operations, and maintain proper documentation before communicating with relevant teams.
• Ensure accurate membership records, track renewals, and support renewal drives while promoting incentive programs to increase revenue.
• Build and maintain positive public relations with members, guests, and external clients.
• Deliver regular training sessions to operational teams with a focus on service quality and guest satisfaction.
• Ensure team members comply with grooming and appearance standards.
• Participate in internal and external audits, assist with compliance requirements, and execute corrective actions as recommended.
• Contribute to annual manpower planning, budget preparation (CAPEX & OPEX), and achievement of departmental performance targets.
• Manage the Guest Relations departmental budget, assist in promotional efforts, and support marketing activities aimed at increasing visibility and revenue.
• Collaborate with HR on employee-related matters, foster teamwork, and encourage staff engagement through welfare and team-building initiatives.
• Provide weekly progress summaries and periodic updates to senior management.
• Ensure compliance with internal and external audit frameworks, including ISO standards and Supreme Committee guidelines.

Qualifications

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related discipline.
• Prior experience in Guest Relations, Quality Assurance, or similar hospitality functions, with proven supervisory and leadership capabilities.
• At least 5 years of experience in the hospitality sector, demonstrating ability to guide, train, and motivate teams toward high service standards.
• Strong understanding of guest experience principles, quality evaluation tools, and effective complaint-resolution techniques.

Skills Required

• Strong team player with excellent collaboration skills across departments.
• Analytical mindset with strong problem-solving abilities.
• Confident and professional presence when dealing with members, guests, and potential clients.
• Capability to draft and respond to correspondence professionally and independently.
• Strong customer service orientation.
• Outstanding communication skills, both written and verbal.
• Ability to gather, interpret, and present data effectively.
• High level of initiative and proactive attitude.
• Flexibility to work evenings, weekends, and holidays based on operational needs.

Job Types: Full-time, Permanent

Pay: Up to QAR10,650.00 per month

Application Question(s):

• How many years of professional experience do you have as an Assistant Manager – Guest Relations in luxury hotel brands?
• Do you have a bachelor’s degree in Hospitality Management, Business Administration, or a related field?

Language:

• Arabic (Required)

Location:

• Doha (Required)