Guest Relations Supervisor

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Key Responsibilities

1. Guest Services Supervision

   • Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
   • Greet VIP guests, handle special requests, and ensure personalized experiences.
   • Monitor guest feedback and implement improvements to enhance guest satisfaction.

2. Complaint Handling

   • Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
   • Ensure follow-up actions are taken to exceed guest expectations and build loyalty.

3. Team Leadership and Training

   • Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
   • Conduct performance evaluations and recommend development plans for team members.

4. Operational Excellence

   • Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
   • Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
   • Maintain accurate records of guest preferences, complaints, and service recovery initiatives.

5. VIP and Special Guest Management

   • Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
   • Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.

6. Quality and Standards Compliance

   • Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
   • Monitor and manage the implementation of guest recognition programs.

7. Reporting and Communication

   • Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
   • Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications

• Education: Bachelor’s degree in Hospitality Management or a related field preferred.
• Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
  • Multilingual abilities are an advantage.
• Personality: Warm, approachable, detail-oriented, and customer-focused.