Guest Relations Assistant Manager Jumeirah Zabeel Saray Dubai

An exciting opportunity has arisen for Guest Relations Assistant Manager to join the Guest Relations team in Jumeirah Zabeel Saray. The selected candidate will be responsible to cultivate relationships with guests, ensuring exceptional experiences through personalized services, resolving issues, and overseeing guest feedback to uphold the hotel’s reputation for superior hospitality.

Responsibilities of Guest Relations Assistant Manager

• Prepare and manage the VIP arrivals list, ensuring designated managers and staff are allocated to cater to their needs.
• Take ownership of guest concerns and requests, ensuring swift and effective resolution to guarantee guest satisfaction.
• Build and maintain rapport with VIP guests, facilitating recognition, gathering preferences, and ensuring personalized experiences.
• Attend to and fulfill special requests from VIP guests, both pre-arrival and during their stay, ensuring exceptional service.
• Conduct and document departmental training sessions as needed, contributing to skill enhancement and team efficiency.
• Ensure adequate staffing and coverage of lobby duties, maintaining a welcoming and efficient environment.
• Provide information and assistance regarding hotel facilities, events, and general inquiries, ensuring a seamless guest experience.
• Conduct regular performance assessments for Guest Relations staff, providing constructive feedback for continuous improvement.
• Provide consistent feedback, enforce company standards, monitor progress, and implement strategies to achieve hotel objectives.
• To supervise and ensure the smooth and efficient daily operation of the Guest Services operation, ensuring all hotel guests and visitors receive an optimum level of service and care at all times
• Ensure that prepare and give correct protocol and treatment to high-profile VIP guests.
• Ensure completion of all guest arrival and departure procedures as defined in the Guest Services SOP Manual.
• Act as Manager on Duty.
• Ensure that all guest arrival and departure procedures are completed as defined in the Guest Services SOP Manual.

What You’ll Do More?

• Meet or ensure proper greetings of VIP’s on arrival according to VIP level and protocol.
• Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-checks on the quality & usefulness of the information.
• Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary.
• To ensure that allocated rooms/suites, room keys and registration documents are ready for VIP guests prior to their anticipated arrival at the hotel.
• Direct supervision and management for the Guest Services Team and takes Full Ownership of operation.
• Act as Manager on Duty.
• Ensure “in room checkout” for VIP guests.
• Attend to the special requests made by VIP guests either prior to, during or after their stay.
• Assist the Guest Services Executives in their duties, when required.
• Assist guests with general enquiries about the hotel and its facilities and daily events and functions.
• Ensure sending birthday or anniversary cards to all in-house guests, together with celebration amenity.

Requirements of Guest Relations Assistant Manager

• A bachelor’s degree in hospitality management, hotel management, business administration, or a related field.
• A minimum of 1-2 years of prior experience in a Team leader role within a recognized five-star hospitality establishment.
• Demonstrated expertise in customer experience  and a proven track record in effectively managing and driving guests experiences.

Skills and Knowledge Desired

• Strong communication and interpersonal skills.
• Proficient in English and a second language (Russian, German, Arabic or French) would be an added advantage.
• High proficiency in computer systems such as Microsoft Office, HotSOS, and Opera PMS.

Assistant Guest Relations Manager Jumeirah Burj Al Arab Hotel 

Duty Manager Front Office Jumeirah Mina A Salam

Guest Services Executive Front Office Jumeirah Mina A Salam