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guest relations supervisor

Anantara Hotels

Job Location
 
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 Dubai, United Arab Emirates 
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 Experience
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 5 to 10 years 
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 Graduate 
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 Job Function
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 Hospitality / Medicare / Account Management 
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 Skillset
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 Experience with Front Office Systems 
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 Preferred Jobseekers
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 Jobseekers from any country 
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Guest Relations Supervisor Job Location : Dubai, United Arab Emirates Key Duties and Responsibilities : To anticipate guest needs, and handle guest inquiries in a helpful and attentive Anantara manner. To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other Anantara properties. To oversee the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Anantara at all times. Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis. To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Anantara experience. To develop a close and harmonious working relationship with all hotel departments. Qualifications : College degree in hotel management or related field Previous experience in Front Office or Guest Services Excellent communication skills Experience with Front Office Systems Proficient in English, both written and spoken
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Guest Relations Supervisor

The Dubai EDITION

<div>
 
 
 Guest Relations Supervisor
 
 
 
 
 Job Family: Guest Services/Front Desk
 
 
 
 
 
 
 
 POSITION SUMMARY
 
 
 
 Respond to any questions from guests and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Contact the appropriate individual or department as necessary to resolve guest requests. Collaborate with management to develop and carry out ideas and procedures and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests&rsquo; service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support the team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organisational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 
 
 
 CRITICAL TASKS
 
 
 
 
 Safety and Security
 
 
 
  Report work-related accidents or other injuries immediately upon occurrence to the manager/supervisor.
 
 
  Complete appropriate safety training and certifications to perform work tasks.
 
 
 
 Policies and Procedures
 
 
 
  Protect the privacy and security of guests and coworkers.
 
 
  Maintain confidentiality of proprietary materials and information.
 
 
  Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Communication
 
 
 
  Provide assistance to coworkers, ensuring they understand their tasks.
 
 
 
 Assists Management
 
 
 
  Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
 
 
 
 Working with Others
 
 
 
  Support all co-workers and treat them with dignity and respect.
 
 
  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
 
 
 
 Physical Tasks
 
 
 
  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
 
 
 
 Greet/Escort Guests
 
 
 
  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
 
 
  Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
 
 
 
 Guest Services
 
 
 
  Make pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.
 
 
  Compile and distribute a list of anticipated services and amenities to relevant departments.
 
 
  Contact the appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping,
 
 
  Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
 
 
  Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
 
 
  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
 
 
 
 
 
 
 CRITICAL COMPETENCIES
 
 
 
 
 
 
 Analytical Skills: Computer Skills
 
 
 Interpersonal Skills: Customer Service Orientation
 
 
 Communications:  Writing,  English Language Proficiency
 
 
 
 
 
 
 PREFERRED QUALIFICATIONS
 
 
 
 
 
 
 Education: High school diploma/G.E.D. equivalent
 
 
 Related Work Experience: At least 1 year of related work experience
 
 
 Supervisory Experience: At least 1 year of supervisory experience
 
</div>

Marriott International

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 25182545
 
 
 
 Job Category
 
 Rooms &amp; Guest Services Operations
 
 
 
 Location
 
 The Dubai EDITION, Dubai Fountain Street, Downtown Dubai, Dubai, United Arab Emirates, United Arab Emirates, 11788VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Non-Management
 
 
 
 Position Summary
 
 
 
 Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.
 
 
 Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests&rsquo; service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Preferred Qualifications
 
 
 
 Education: High school diploma or G.E.D. equivalent.
 
 
 Related Work Experience: At least 1 year of related work experience.
 
 
 Supervisory Experience: At least 1 year of supervisory experience.
 
 
 License or Certification: None
 
 
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act &ndash; polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations &ndash; breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
 
 
 But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
 
 
 We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

The First Group

Job Description <div>
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<div>
 Job Summary: The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver exceptional service behavior and create the right environment which our colleagues can experience that will help them to be responsive, respectful, deliver great guest experience and build customer service culture. A Guest Relations Supervisor is responsible for guests satisfaction throughout their stay at the hotel by ensuring that enquiries receive responses and advice, and information is delivered when requested. KEY RESPONSIBILITES <ul> <li>Ensure exceptional personalized service to hotel guests</li> <li>Ensure brand standards, policies and procedures are adhered to all times</li> <li>Respond to guest enquiries with courtesy, knowledge and confidence</li> <li>Ensure requests made prior to guest arrivals are communicated to relevant departments </li> <li>Inspects VIP rooms prior to arrival, greet and escort guests personally on arrival/ bidding farewell in accordance with TFC standards</li> <li>Ensure for all VIP guest arrival and departure are checked daily and act according to the preparation needed (amenities, transfer, etc.)</li> <li>Deliver the highest quality and brand service standards to consistently meet and exceed executive guest and FCP expectations</li> <li>Make courtesy calls to ensure guests satisfaction after arrival and create reports on the feedback</li> <li>Handle enquiries and complaints, promptly and efficiently</li> <li>Seeks, listens, and responds to guest feedback</li> <li>Assist hotel guests with all inquiries related to room set up arrangements</li> <li>Manage all communication with VIP guests and ensure satisfaction at time of check out and monitor all packages and taxes and divert same to guest room</li> <li>Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property</li> <li>Ensure the team projects a professional manner with an emphasis on hospitality and guest service</li> <li>Proficiency in using computer software to monitor inventory and perform other record keeping tasks</li> <li>Ensure that VIP guest supplies and amenities are offered and replenished to the required standards</li> <li>Review personalized amenities for each guest based on the data that we have for each guest </li> <li>Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed</li> </ul>
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Desired Skill &amp; Expertise <div>
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 <ul> <li>At least 2 years experience as Guest Relation Supervisor in 4/5* property with 300+ inventory</li> <li>Front Office computer literacy (e.g., OPERA, VICAS etc.)</li> <li>Excellent communications skills with Proficiency in speaking and writing Business English</li> <li>Required language(s): fluent English, with preferred fluent French, Arabic, or Russian</li> <li>Team player with excellent planning and organizing skills</li> <li>Able to work flexible working hours with rotating shifts</li> <li> Pleasant personality with good problem-solving skills</li></ul></div></div></div>

Guest Relation Supervisor

Confidential

<div>
 
 We are looking for a refined, service-driven Assistant Guest Relations Manager to support the delivery of exceptional guest experiences and uphold Forbes Five-Star service standards. The ideal candidate will be polished, empathetic, and proactive, with strong leadership and communication skills.
 
 
 
 
 
 Key Responsibilities:
 
 
 &bull; Assist in leading the Guest Relations team to ensure every guest receives a warm, personalized, and seamless experience from arrival to departure.
 
 
 &bull; Support VIP, VVIP, and repeat guest recognition programs, ensuring special preferences are anticipated and exceeded.
 
 
 &bull; Oversee daily lobby operations, guest engagement, and service quality audits.
 
 
 &bull; Handle guest inquiries, requests, and complaints with professionalism, discretion, and efficient resolution.
 
 
 &bull; Conduct room inspections for VIP arrivals, ensuring all amenities and setups meet luxury standards.
 
 
 &bull; Coordinate with Front Office, Concierge, Housekeeping, F&amp;B, and other departments to deliver flawless service.
 
 
 &bull; Assist in developing guest experience initiatives and enhancing service rituals aligned with Forbes standards.
 
 
 &bull; Prepare departmental reports, manage scheduling, and support training for Guest Relations colleagues.
 
 
 &bull; Monitor guest feedback platforms and ensure timely follow-up to maintain high satisfaction scores.
 
 
 &bull; Represent the Guest Relations Manager in their absence and maintain a strong presence in guest-facing areas.
 
 
 
 
 
 Requirements:
 
 
 &bull; 2&ndash;4 years of Guest Relations or Front Office experience in a five-star or Forbes-rated luxury hotel.
 
 
 &bull; Strong leadership, communication, and interpersonal skills with a guest-centric mindset.
 
 
 &bull; Polished, professional appearance and exceptional service etiquette.
 
 
 &bull; Excellent problem-solving abilities and emotional intelligence.
 
 
 &bull; Experience managing VIP guests and handling sensitive situations with discretion.
 
 
 &bull; Strong knowledge of Opera or similar PMS systems.
 
 
 &bull; Ability to multitask and remain composed in a fast-paced environment.
 
 
 &bull; Fluency in English; additional languages are a strong advantage.
 
 
 &bull; Flexibility to work shifts, weekends, and public holidays.
 
 
 
 
 
 If you are passionate about creating memorable guest moments and elevating luxury hospitality, we invite you to apply for the role of Assistant Guest Relations Manager.
 
</div>

Assistant Guest Relations Manager

DURRANI HOLIDAY HOMES

Job DescriptionThe Guest Experience &amp; Reservations Lead ensures the delivery of a seamless and memorable guest journey for all Durrani Homes properties, from pre-arrival to post-departure, while also overseeing reservations management across all platforms. This role combines service excellence, reservations oversight, quality control, and team leadership to maintain high guest satisfaction, operational efficiency, and brand consistency.Core Responsibilities1. Guest Journey Oversight &amp; Workflow Execution<ul><li>Oversee all guest journey workflows including pre-check-in, check-in, in-house service, complaint handling, check-out, and feedback follow-up &mdash; ensuring SOP compliance and timely execution.</li></ul>2. Reservations Management &amp; Supervision<ul><li>Supervise reservations across OTAs, direct bookings, and corporate accounts.</li><li>Ensure timely response to booking inquiries and requests within SLA.</li><li>Monitor accuracy of reservation details (rates, dates, guest information) and minimize booking errors.</li><li>Liaise with Finance to ensure deposits, security deposits, and payments are tracked and reconciled.</li><li>Conduct weekly audits of reservations to ensure data accuracy across PMS and OTAs.</li><li>Train GROs/Reservations team on upselling techniques, reservation accuracy, and service standards.</li></ul>3. Quality Assurance &amp; Service Improvement<ul><li>Conduct random spot checks on guest communication, inspections, and reservation handling.</li><li>Maintain Guest Experience and Reservations Quality Checklists.</li><li>Review guest and reservation feedback trends weekly and prepare improvement plans.</li><li>Lead monthly refresher training sessions on SOPs, guest handling, and reservations accuracy.</li></ul>4. Team Leadership &amp; Performance Management<ul><li>Set weekly performance targets for GROs, Reservations staff, and bellboys.</li><li>Conduct weekly 1:1 performance reviews and coach team members.</li><li>Create recognition programs with HR for high performers.</li><li>Identify training needs and coordinate with HR.</li></ul>5. Guest Retention &amp; Loyalty Building<ul><li>Track repeat guest bookings and introduce personalized service gestures.</li><li>Ensure upselling and cross-selling strategies are implemented during reservations and pre-arrival communication.</li><li>Ensure VIP &amp; special guest protocols are executed flawlessly.</li></ul>6. Operational Coordination &amp; Issue Escalation<ul><li>Act as first escalation point for guest and reservation issues.</li><li>Liaise with Operations to resolve service or booking gaps.</li><li>Maintain a daily guest experience and reservations dashboard.</li></ul>7. Process Development &amp; Innovation<ul><li>Recommend process improvements in guest relations and reservations.</li><li>Test and evaluate new tools or automation features in PMS/CRM/OTAs.</li><li>Develop 'Service Recovery Scripts' and 'Reservation Handling Scripts' for GROs.</li></ul>8. Reporting &amp; Data Analysis<ul><li>Prepare weekly Guest Experience &amp; Reservations Reports.</li><li>Monitor occupancy, booking patterns, cancellations, and revenue leakage</li></ul>Prepare and submit the following reports on daily basis:<ul><li>Review Report</li><li>Early Check-In &amp; Check-Out Report</li><li>Daily Cash Deposit Report</li><li>Daily Damage &amp; Upselling Report</li><li>Guest Complaint Report</li><li>Build on the existing reporting and quality structure, ensuring reports are standardized, data-driven, and actionable.</li><li>Share quarterly improvement proposals based on guest and reservation insights.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>How do you prioritize your daily tasks when managing multiple responsibilities like guest communication, reservations, and team supervision?</li></ul><ul><li>What systems or PMS software have you used in your previous roles ?</li></ul><ul><li>Two VIP guests are accidentally assigned the same premium unit. What do you do</li></ul><ul><li>How do you monitor reservation KPIs (occupancy, ADR, RevPAR, conversion rate) and what actions do you take if performance drops?</li></ul><ul><li>As Team Lead, how do you keep coordination between Reservations, Guest Relations, and Housekeeping?</li></ul><ul><li>How do you handle repeated lateness or grooming issues from a Guest Relations Officer bell boys?</li></ul>Language:<ul><li>English fluent (Required)</li><li>Arabic (Preferred)</li></ul>

Reservation cum Guest Relation Officer

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 POSITION SUMMARY 
 
 Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.
 
 Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 PREFERRED QUALIFICATIONS
 Education: High school diploma or G.E.D. equivalent.
 Related Work Experience: At least 1 year of related work experience.
 Supervisory Experience: At least 1 year of supervisory experience.
 License or Certification: None
 
 
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Whatever Whenever Talent Coach (Telephone Operator Supervisor)

Explore 2342+ Guest relations supervisor in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.

2342 guest relations supervisor jobs IN Dubai United Arab Emirates

Guest Relations Supervisor

Guest Relations Supervisor

Guest Relations Supervisor

Guest Relation Supervisor

Assistant Guest Relations Manager

Reservation cum Guest Relation Officer

Whatever Whenever Talent Coach (Telephone Operator Supervisor)