Guest Relations Supervisor Full Time

Responsibilities

Departmental:

• Ensures that all V.I.P.’s rooms are checked prior to guests’ arrival and ensures room is ready as per guest preference prior to arrival.
• Liaises with the team on anticipated Guest check‑ins, check‑outs, room assignments and rooming list.
• Keeps concerned departments informed about the guest allergies and food preferences.
• Introduces Hotel Facilities and services to Guests.
• Meets with guests daily in order to review their daily program.
• Attend to specific guest’s requests ensuring efficient and proactive service.
• Follows and anticipate all the guest needs until they are completed to the total guest satisfaction.
• Anticipates on guest preferences and needs throughout the guest stay and follow up Alice App requests.
• Ensures all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all can carry out personalized service to the guest throughout the stay.
• Ensures all data and preferences of the guest are retrieved prior to arrival, when required liaise with GRM to collect and provide accurate information.
• Attends to guest luggage and belongings as per guest preferences in un- packing, packing, storage and other.
• Takes care of the guest’s requests and liaise with respective departments: laundry, wake up call, spa bookings, concierge, and any special requests etc.
• Communicates any special needs, food requests or disabilities to Leaders of Butlers/Guests recognition and other concerned departments.
• Carry out proper hand over to other shifts handling the guest ensuring the guest preferences are always followed through.
• Supports other departments such as Front Desk, Housekeeping and Room service.
• Have full knowledge of all resort services, hours, and locations around the resort.
• Needs to conduct Suite orientation and hotel tours when applicable.
• Greets guests at the lobby and conduct in suite check-in and check-out.
• Makes sure that Guest Suites are fully replenish with amenities, F&B supplies, and flowers.
• Monitors and maintains the inventory of supplies and amenities.
• Implement and uphold hotel policies and procedures to ensure compliance with industry standards and regulations

Guest Relations

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Skills And Qualifications

• Senior School qualification.
• Minimum 2 years of experience working in a 5-star hotel environment.
• A minimum of 1 year of Guest Relations or Butler experience.
• Previous experience working in Hotel pre-opening, in the Middle East Region is an advantage.
• Strong commands of Microsoft Office products, PSMS and all related front office software.
• Effective verbal and written communication.
• Strong problem-solving skills.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.