Guest Relations Manager

Company Description

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Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 374 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job Description

1. Guest Engagement:

• Serve as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded.
• Actively engage with guests throughout the property, offering assistance, gathering feedback, and creating personalized experiences.
  • Action any feedback received, record glitches and ensure full closure.
  • Alert senior management.
• Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.

2. Leadership and Presence:

• Lead by example, demonstrating a professional and approachable demeanor at all times.
• Be visible during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined by management to enhance guest interaction.
• Mentor and inspire the Guest Relations team to embody the hotel’s standards and values.
• Liaise closely with Concierge, Butler and Raffles Club for hotel events, special VIP requests or preparations.
• Supervise the Guest Relations Supervisor/Officers and prepare the weekly duty rosters.

3. Memorable Experiences:

• Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.
• Collaborate with other departments to curate bespoke experiences that align with the property’s brand.
• Check all VIP rooms prior to arrival and ensure that the correct standards (allocations, amenities and special requests) are maintained.
• Ensure repeat guests, high paying guests, high profile guests and other VIPs receive special recognition and service.

4. Innovation and Change Management:

• Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.

5. Operational Excellence:

• Oversee the smooth operation of the Guest Relations team, ensuring efficiency and alignment with the property’s standards.
• Manage guest feedback, resolving concerns promptly and effectively while ensuring long-term satisfaction.
• Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.
• Ensure lobby presence at all times.
• Keep the immediate manager fully informed of all problems or unusual matters of significance.
• Maintain transparent and open lines of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Work closely with the Butler Team to maximize the potential of both departments.

6. Brand Ambassador:

• Build strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.

7. Additional Responsibilities:

• Perform related duties and special projects assigned by senior management.
• Ensure the upkeep and cleanliness of the Guest Relations desk and lobby at all times.

Qualifications

WORK ENVIRONMENT:

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

SKILLS AND ATTRIBUTES:

• Exceptional interpersonal and communication skills.
• Proactive, resourceful, and solutions-driven.
• Able to exercise good judgment with challenging guests.
• Strong leadership capabilities with the ability to inspire and motivate a team.
• Detail-oriented with a passion for creating unique guest experiences.
• Open-minded and adaptable to change, with a forward-thinking mindset.
• Strong written and verbal communications in English; additional languages are a plus.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 5 years in a guest-facing leadership role within luxury hospitality.
• Experience in multicultural environments and working with high-profile clients.