Guest Relations Supervisor

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Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island. 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

Responsibilities

• 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.
• 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.
• 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 other key operational areas to enhance guest interaction.
• 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.
• Lead by example, maintaining a professional and approachable demeanor and ensure open lines of communication with related departments.
• Provide feedback to the Guest Relations Manager regarding operational challenges and opportunities for improvement.
• Performs related duties and special projects assigned by Senior Management.
• Serves as a brand ambassador, building strong relationships with guests and fostering loyalty.

Qualifications

Skills And Attributes

Education And Experience

Additional Information

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Management

Industries : Hospitality

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