Guest Relations Supervisor Conrad Hilton Abu Dhabi Etihad Towers

As Guest Relations Supervisor, to offer guests a friendly and efficient service at all times, taking account of the established service standard and Management guidelines. Supervise and train all Guest Relations Executive in offering an optimal service to all guests, taking account of the established standards. Supports the reception when appropriate.

Responsibilities of Guest Relations Supervisor

• Perform other duties and responsibilities as assigned by the Guest Relations Manager or Assistant Front Office Manager.
• Represent the Guest Relations Manager in his/her absence.
• Know the standards and put them into practice in his daily work, thus actively pursuing the hotel’s objectives.
• Supervise the order and cleanliness of the department and lobby. Ensure appropriate appearance of all team members.
• Carry out regular checks in the reception and foyer area in respect of the cleanliness, modernity and good condition of the equipment and installations.
• Draw up the holiday list by agreement with the Guest Relations Manager.
• Participate regularly in training courses and put the skills learned there into practice.
• Check that standards are maintained by targeted training.
• Take regular part in meetings and shift handovers.
• Ensure a good, performance oriented working environment within the department and motivate his team.
• Is familiar with all the updates on Hotel and Local attractions.
• Know all the functions of the computer system and eliminate minor errors in the software itself.
• Daily checks on the arrivals and VIP lists for room allocation, VIP treatments and special requirements.
• Knowledge of the Hilton Honors Program.
• Maintain regular contact with frequent guests and all important guests of the Hotel.
• Support the Guest Relations Manager in carrying out all administrative work.
• A further duty is maintaining an appropriate standard of tidiness in the work place and of dress.
• Is aware of the joint responsibility for safety in Hotel and abides strictly by all the safety instructions, especially when operating the machines and equipment.
• Behave at all times in such a way as to avoid accidents.
• Is able to raise the internal alarms correctly.
• Know how to what to do in case of an evacuation/fire alarm or other emergencies (i.e. bomb threats).
• Assist with other departments, as necessary

Requirements of Guest Relations Supervisor

• High school diploma.
• 2 years previous experience in a customer service function or in a similar role.

Skills and Knowledge Desired

• An ability to listen and respond to demanding Guest needs.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high levels of customer service.
• Flexibility to respond to a variety of different work situations.
• A passion for delivering an exceptional level of Guest service.
• High level of IT proficiency.

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