Guest Relations Supervisor

Guest Relations Supervisor

Not Specified
Not Specified

Job Description

A Guest Relations Supervisor serves as a key point of contactfor guests throughout their stay to ensurean exceptional experience.
What will I be doing
A Guest Relations Supervisor engageswith all our guestsand assists with any guest enquiries. A Guest Relations Supervisor will be required to perform the following tasks to the highest standards:
  • Updating the guest database and being responsible forplanning and allocating guest amenities.
  • Greeting and interacting with guests and VIP guests and assisting with any enquiries, including check-ins and check-outs.
  • Maintaining the VIP sequence of service for all guest services, such as arrival, departure, concierge, housekeeping day use and turndown etc..
  • Ensuring thatguest preferences are met and utilizing given opportunities to exceedguest expectations.
  • Ensuring that all guests are contacted through pre-arrival email and pre-arrival phone calls to welcome the guest and ascertain their needs and special arrangements, as well as their arrival time.
  • Identifying potential VIP guestsprior to their arrival.
  • Being the main point of contact for Diamond and VIP guests.
  • Ensure that all relevant departments are advised of the guest's history and requests/preferences prior to their arrival.
  • Monitoring the VIP guest satisfaction and maintaining permanent contact with guests throughout their stay.
  • Reviewing daily arrivals and flagging theVIPs, coordinating amenities and ensuring accurate room blocking.
  • Inspecting all VIP guest arrival rooms
  • Owningand resolving guest complaints anddriving SALT scores and online rating systems.
  • Being present atthe hotel lobby and other public areas, particularly at busy times and upon VIP arrivals.
  • Handling, recording and following through with management issues or emergency situations that arise.

What are we looking for
A Guest Relations Supervisor is alwaysworking on behalf of our guests and working with other team members. To successfully fill this role, you should possess the following skills and characteristics:
  • Experience in similar role.
  • Previous experience in luxury hospitality segment.
  • Previous experience interacting with VIP guests.
  • Calm, efficient, and organized with great attention to detail.
  • Excellent personal presentation and communication skills (oral & written).
  • A passion for delivering exceptional levels of guest service.
  • Ability to multi-task while maintaining a positive attitude, even duringstressful situations.
  • Computer literate and able to navigate through various administrativesystems.
  • Strong experience in conflict resolution.

It would be advantageous to possess the following skills:
.Previous experience in Guest Relations with a luxury hotel in Dubai.
.Arabic speakingis a plus

About Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision 'to fill the earth with the light and warmth of hospitality' unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

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