Assistant Guest Relations Manager (Luxury Hotel Industry)

The Assistant Manager – Guest Relations plays a key role in enhancing member and guest experiences by applying modern hospitality practices and ensuring exceptional service interactions. The position emphasizes team leadership, operational excellence, employee development, and fostering a supportive and engaging environment for both guests and staff.

Key Responsibilities

• Provide motivating leadership to ensure team members embody the Club’s brand values and consistently deliver outstanding service to members and guests.
• Lead daily staff briefings, coordinate training initiatives, assess performance, and serve as the primary support resource for the Guest Relations team.
• Maintain current knowledge of Club facilities, updates, promotions, pricing, and policies to assist members, visitors, and clients effectively.
• Enhance staff productivity through efficient scheduling, coaching, mentoring, and resource planning.
• Address guest inquiries, concerns, and complaints; ensure timely resolution, proper documentation, and appropriate follow-up for complete satisfaction.
• Strengthen interdepartmental cooperation by supporting teams in meeting operational priorities and shared goals.
• Develop, review, and refine Standard Operating Procedures (SOPs) to ensure consistency, accuracy, and efficiency across departmental activities.
• Collect and evaluate guest and member feedback from various channels to identify insights that improve services and Club offerings.
• Prepare management reports, perform root-cause analyses of issues, and collaborate with department heads to implement corrective and improvement measures.
• Coordinate special discounts or concessions with the Finance Manager, obtain approvals from the Director of Operations, and ensure proper documentation before communicating to relevant teams.
• Maintain accurate membership records, monitor renewals, assist with renewal initiatives, and promote incentive programs to support revenue growth.
• Build and maintain strong public relations with members, guests, and external clients.
• Deliver regular training sessions to operational teams with an emphasis on service quality and guest satisfaction.
• Ensure all team members adhere to grooming and appearance standards.
• Participate in audits, support compliance processes, and execute recommended corrective actions.
• Contribute to annual manpower planning, budget preparation (CAPEX & OPEX), and achievement of departmental KPIs.
• Support management of the Guest Relations departmental budget, assist with promotional initiatives, and participate in marketing activities to enhance visibility and revenue.
• Collaborate with HR on employee matters, promote teamwork, and engage staff in welfare and team-building activities.
• 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 field.
• Previous experience in Guest Relations, Quality Assurance, or similar hospitality functions, with strong supervisory and leadership capabilities.
• Minimum of 5 years of experience in the hospitality sector, demonstrating the ability to guide, train, and motivate teams toward high service excellence.
• Strong understanding of guest experience principles, quality measurement tools, and effective complaint-resolution techniques.

Skills Required

• Strong team player with excellent cross-department collaboration skills.
• Analytical mindset with strong problem-solving abilities.
• Confident and professional presence when interacting with members, guests, and clients.
• Ability to draft and respond to correspondence professionally and independently.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Ability to gather, interpret, and present data effectively.
• High level of initiative with a proactive approach.
• Flexibility to work evenings, weekends, and holidays as required by operations.

Job Types: Full-time, Permanent

Application Question(s):

• How many years of 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)