guest relations supervisor

Rixos Hotels

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  Company Description
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 "Why work for Accor?
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 We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor&rsquo;s limitless possibilities.
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 By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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 Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
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  Job Description
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   Makes pre-arrival, mid stay, and post-stay calls to guests to ensure needs are met.
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   Compiles and distributes list of anticipated services and amenities to relevant departments.
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   Contacts appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security) as necessary to resolve guest call, request, or problem.
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   Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.
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   Follows up with guests to ensure their requests or problems have been met to their satisfaction.
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   Listens attentively to guests to get an effective guest-oriented perspective and handles complaints properly.
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   Makes &ldquo;Guest Contacts&rdquo; during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
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   Writes down any comments, requests, suggestions and complaints received from guests during the day.
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   Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire. Translates them into English and e-mails them to all of the department managers.
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   Identifies the special days of guests such as birthdays, wedding anniversaries etc., makes the necessary organisation together with the related departments and monitors the organisation.
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   Works in coordination with all departments and ensures the flow of necessary information.
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   Follows the VIP procedures and greets VIP guests and bid them farewell.
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   Walks agency representatives and potential guests around the facility.
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   Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.
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   Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Guest Relations Manager about the atmosphere.
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   Keeps any items that guests lose in the facility or forget in their room when checking-out. Delivers any lost and found to guests still at the hotel or send them by mail.
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   Responds to guest inquiry forms and all written suggestions, complaints etc.
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   Provides guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitors and reports the incident to the Guest Relations Manager.
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   To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
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   To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
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   To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
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   Carries out all responsibilities related to the quality management systems implemented at the facilities.
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   Carries out all other duties assigned by managers and hotel management not specified in the job description.
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  Qualifications
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   Education: At least High School Degree.
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   Experience: At least 4 years of experience in the industry.
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   Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and a good command of Arabic, German, French or Russian.
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   Courses and Training: Prior attendance in seminars and trainings related to the job.
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   Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).
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   Skills: Is familiar with guest profiles based on his/her experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job expected to perform jobs that require experience in the field.
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  Additional Information
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 Your team and working environment:
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 In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
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 Note: Customization may be included for any specific local or legislative requirements, such as work permits
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 Our commitment to Diversity &amp; Inclusion:
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 We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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GUEST RELATIONS SUPERVISOR

Marriott International

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 <p>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.</p>
 <p>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  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.</p>
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Guest Relations Supervisor

<div>
 <strong>
  Additional Information
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  Job Number
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 25165396
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  Job Category
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 Rooms &amp; Guest Services Operations
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  Location
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 The Dubai EDITION, Dubai Fountain Street, Downtown Dubai, Dubai, United Arab Emirates, United Arab Emirates, 11788VIEW ON MAP
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  Schedule
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 Full Time
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  Located Remotely?
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 N
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  Position Type
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 Non-Management
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  Position Summary
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 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.
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 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.
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  Preferred Qualifications
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 Education: High school diploma or G.E.D. equivalent.
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 Related Work Experience: At least 1 year of related work experience.
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 Supervisory Experience: At least 1 year of supervisory experience.
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 License or Certification: None
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  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.
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 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.
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 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.
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 We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International.
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  Be
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 where you can do your best work,
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  begin
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 your purpose,
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  belong
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 to an amazing global team, and
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  become
 </strong>
 the best version of you.
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Minor International

<div><p><strong>DUKES The Palm, Dubai Hotel</strong></p><p>Synonymous with timeless British sophistication, Dukes The Palm, Dubai Hotel brings a touch of classic elegance to the city s vibrant hospitality landscape. With spectacular views of the Arabian Gulf and Dubai Marina skyline, this 5-star destination offers:</p><ul><li>Upscale rooms and luxurious suites</li><li>Award-winning dining experiences</li><li>A private beach and stunning infinity pool</li><li>World-class service rooted in excellence and attention to detail. </li></ul><p> As part of the Minor Hotel Group, both properties are committed to creating memorable guest experiences and providing meaningful career growth opportunities.</p></div>

Five Hotels and Resorts

<div><span style="font-size: 11px;">What We’re Looking For</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">&nbsp;</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">A proven track record in a Luxury Hotel environment, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.</span></div><div><span style="font-size: 11px;">Exceptional skills in Improving Customer Satisfaction, showcasing a commitment to Industry-Leading Standards.</span></div><div><span style="font-size: 11px;">'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.</span></div><div><span style="font-size: 11px;">The ability to focus on Guests’ Needs, with a calm and courteous attitude that reflects the ‘Vibe at FIVE.’</span></div><div><span style="font-size: 11px;">In-depth Knowledge of Guest Relations, Local Attractions and Industry Trends.</span></div><div><span style="font-size: 11px;">Next-Level Supervisory and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights</span></div><div><span style="font-size: 11px;">Excellent interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and stakeholders.</span></div><div><span style="font-size: 11px;">A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.</span></div><div><span style="font-size: 11px;">Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).</span></div><div><span style="font-size: 11px;">A professional, Insta-Worthy Appearance, always adhering to FIVE’s Grooming Standards and maintaining a polished, ‘FIVE-Styled’ demeanour.</span></div><div><span style="font-size: 11px;">Hands-on attitude fueled by a 'Can-Do!' spirit.</span></div><div><span style="font-size: 11px;">&nbsp;</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">Key Responsibilities</span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;"><br></span></div><div><span style="font-size: 11px;">Delivers unparalleled Guest Relations Services, ensuring each Guest's stay is Personalised and Unforgettable.</span></div><div><span style="font-size: 11px;">Coordinates and Supervises the daily operations of the Guest Relations Team, cultivating a collaborative and high-performance Work Environment.</span></div><div><span style="font-size: 11px;">Provides visionary leadership in the Development and Implementation of innovative Guest Relations Programmes aimed at Elevating Guest Satisfaction to the next level.</span></div><div><span style="font-size: 11px;">Manages and promptly Resolves Guest Inquiries and Concerns, ensuring a Seamless and Positive Experience.</span></div><div><span style="font-size: 11px;">Engages with Guests, delivering Assistance and Information about the hotel's Services, Amenities, and Local Attractions.</span></div><div><span style="font-size: 11px;">Initiates proactive and engaging conversations, offering Bespoke Recommendations and creating Sensational Experiences that leave a lasting impression.</span></div><div><span style="font-size: 11px;">Takes charge of Guest Celebrations/Events, enhancing Department Revenue by providing Premium and Curated Setups.</span></div><div><span style="font-size: 11px;">Conducts regular Training Sessions for the Guest Relations Team, ensuring they are well-versed with the latest trends and service standards.</span></div><div><span style="font-size: 11px;">Collaborates seamlessly with other departments to ensure a Boundary-Breaking and Industry-Leading Guest Experience.</span></div><div><span style="font-size: 11px;">Collaborates with Local Vendors and Partners to secure exclusive, hand-crafted offerings for guests, maintaining an up-to-date knowledge of the surrounding area's Hottest Attractions.</span></div><div><span style="font-size: 11px;">Implements and upholds strict Security and Confidentiality protocols, handling guest information and requests with the utmost discretion.</span></div><div><span style="font-size: 11px;">Keeps abreast of Industry Trends, continuously seeking opportunities to enhance Guest Relations Services offered at the forefront of luxury hospitality.</span></div><div><span style="font-size: 11px;">&nbsp;</span></div>

Guest Relations Supervisor - FIVE Palm Jumeirah

The First Group

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Job Description</b><br><div>
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<p> </p> <p> <strong> <span>Job Summary:</span></strong>  </p> <p> </p> <p>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.</p> <p>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.</p> <p> </p> <p> <strong>KEY RESPONSIBILITES</strong> </p> <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</b><br><div>
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<p> </p> <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> <span>Pleasant personality with good problem-solving skills</span></li></ul></div></div></div>

Guest Relation Supervisor

ACCOR

<br> <br> <div><b>Job Description</b></div> <br> <ul> <li>Acts as Supervisor in all aspects of the Front Lobby</li> <li>Supports and assists Front Office personnel in all Front Office Departments (Guest Relations, Concierge, Bell Desk and Front Desk), along with other hotel departments</li> </ul> <ul> <li>Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction</li> <li>Conduct routine inspections of the Front Office (entrance, bell, and public areas) and take immediate actions to correct any deficiencies</li> <li>Knowledgeable about the City of Dubai, on-going events and history, all areas in the Hotel and the Hotel history, and includes information about the hotel, city and history whenever welcoming a guest and creates a unique experience</li> <li>Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.</li> <li>Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy</li> <li>Knowledgeable about the SOPs.</li> <li>Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner; field guest complaints conduct research and resolve and negotiate solutions</li> <li>Communicate pertinent guest information to designated departments/personnel (i.e., special requests and amenity delivery)</li> <li>Provide guest room tours and escort VIPs and other guests to guest rooms</li> <li>Inspect guest rooms before their arrival.</li> <li>Handles requests for late checkouts according to established hotel procedures</li> </ul> <ul> <li>Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information</li> <li>Ensure all Front Office staff is properly trained including service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions.</li> </ul> <p> </p> <p> </p>

Guest Experience Officer

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Guest Relations Supervisor - FIVE Palm Jumeirah

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Guest Experience Officer