Guest Relations Supervisor

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:

• Act as the primary point of contact for guests, ensuring their needs and expectations are consistently met and exceeded.
• Assist in creating tailored experiences for VIPs, repeat guests, and high-profile clients by utilizing guest history and preferences.
• Handle guest feedback, record glitches, and ensure prompt resolution with complete follow-up and closure.
• Communicate guest issues or concerns to senior management for further action.

2. Team Supervision:

• Supervise the daily activities of Guest Relations Officers, ensuring adherence to service standards and lobby coverage.
• Prepare and manage weekly duty rosters to ensure optimal team coverage.
• Mentor and coach the Guest Relations team, fostering a culture of excellence and continuous improvement.
• Work closely with other departments such as Concierge, Butler, and Raffles Club to coordinate events, special requests, and VIP preparations.

3. Operational Excellence:

• Ensure the lobby and Guest Relations desk maintain an impeccable standard of cleanliness and organization and is always manned.
• Conduct regular checks of VIP rooms prior to arrival to ensure standards are met (allocations, amenities, and special requests).
• Monitor and manage KPIs related to guest satisfaction, loyalty, and operational efficiency.
• Maintain a visible presence 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.

4. Personalized Experiences:

• Collaborate with the Guest Relations Manager to develop and implement unique guest touchpoints and experiences.
• Ensure special recognition and bespoke services for repeat guests, high-paying clients, and VIPs.
• Liaise with other departments to curate and deliver personalized guest moments that align with the hotel’s brand.

5. Leadership and Coordination:

• Lead by example, maintaining a professional and approachable demeanor at all times.
• Ensure open lines of communication and collaboration with related departments to handle guest requests and complaints effectively.
• Provide feedback and updates to the Guest Relations Manager regarding operational challenges and opportunities for improvement.

6. Additional Responsibilities:

• Perform related duties and special projects assigned by Senior Management.
• Serve as a brand ambassador, building strong relationships with guests and fostering loyalty.

Key Relationships:

• Report directly to the Guest Relations Manager.
• Collaborate closely with Concierge, Butler, and other operational teams.
• Engage directly with guests, including VIPs and high-profile individuals.

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 and resourceful, with a strong ability to resolve challenges effectively.
• Detail-oriented with a passion for delivering unique guest experiences.
• Strong leadership capabilities, with the ability to inspire and motivate a team.
• Flexible and adaptable, with a forward-thinking and innovative 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 3 years in a guest-facing role within luxury hospitality, with supervisory experience.
• Familiarity with multicultural environments and experience serving high-profile clients.