Guest Relations Supervisor Conrad Abu Dhabi Etihad Towers Hilton

As a Guest Relations Supervisor, you’ll be responsible to offer guests a friendly and efficient service at all times, taking account of established service standard and Management guidelines. Also 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. In Short, Guest Relations Supervisor is responsible for managing the first impressions of hotel guests.

Responsibilities of Guest Relations Supervisor

• Perform 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.
• Participate regularly in training courses and put the skills learned there into practice.
• Check that standards are maintained by targeted training
• Recognize training requirements; assist in developing training plans and training courses for employees.
• 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.
• Receive guests’ complaints, ensure that the guests are satisfied immediately, and inform the Guest Relations Manager.
• 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. Certification in hospitality management is a plus.
• 1 plus 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.
• A passion for delivering an exceptional level of Guest service.
• High level of IT proficiency.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high levels of customer service.
• Ability to work under pressure.
• Flexibility to respond to a variety of different work situations.

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Tagged as: Guest Relations Supervisor