Guest Relations Supervisor InterContinental Hotels & Resorts Dubai

IHG group is currently recruiting for a full-time Guest Relations Supervisor to join enthusiastic team at VOCO Dubai. You will comfort executive Guests throughout their stay at the hotel by responding efficiently to their enquiries and offering advice and information as requested. As Guest Relations Supervisor contributes to the first impressions of Guests.

Responsibilities of Guest Relations Supervisor

• Ensure through effective supervision that all services provided at Guest Relations are always available and carried out efficiently.
• Implement guest recognition and guest contact programs.
• Implement repeat guests and other related programs as well as update guest profile with pertinent information and general comments.
• Implement guest birthday program and ensure that all birthdates are registered and corresponding amenities are delivered.
• Supervise preparation and distribution of welcome cards and amenities.
• Coordinate with other departments to ensure proper handling of amenities to be placed in VIP rooms.
• Conduct regular inspection of rooms and liaise with the housekeeping department on deviation from standard set-ups.
• Meet and escort all arriving guests ensuring that their needs are satisfied and that they are checked in a courteous and efficient manner.
• Give a complete introduction of the hotel and its facilities, pointing out fire evacuation routes.
• Review daily arrivals/departures, for guests with airport pick-up/drop-off, and liaise with Concierge to book/assign appropriate vehicle/driver. Coordinate closely with Airport Representative and transport personnel for the timely dispatch of transport service.
• Work with Room Reservations for the accurate flight information,.
• With Visa/Protocol officer to assure compliance on proper documentation and hassle-free entry of guests.
• Impose and observe the established method of coordination with all departments, particularly with F&B Banquets and Kitchen in assisting functions at the Business Center.
• Supervise usage of all available systems and equipment including PMS (Property Management System), AV Equipment, internet lines, etc.

What You’ll Do More?

• Coordinate and ensure the maintenance of an atmosphere of tranquility in all areas of the hotel, never giving the impression that there is a problem.
• Continuously update oneself and have a comprehensive knowledge, on places and events, trends, developments, and new ideas to enhance guest experience.
• Be aware of all fire prevention and safety regulations at all times.
• Handle all emergencies as laid down in the hotel’s emergency policy.
• Have a complete knowledge of hotel programs, facilities and activities; as well as the local environment.
• Supervise Guest Relations and Club Lounge colleagues on a daily basis to include training, discipline, scheduling and visually monitoring employee performance to ensure adherence to all service and productivity standards ensuring guest satisfaction.
• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• Communicate effectively both verbally and in writing to provide clear direction to staff in performing their tasks.
• Supervise the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.

Requirements of Guest Relations Supervisor

• High school diploma or certification is hospitality.
• The ideal candidate must have 1 to 2 years of progressive work-related experience in the same role in a 4* or 5* city hotel in Dubai

Skills and Knowledge Desired

• Ability to work under pressure of deadlines.
• Ever-shifting priorities in a fast-paced environment.
• Also, must be a team player, have strong interpersonal skills, and work well independently as well as part of a team, flexible attitude.
• Ability to adapt to changing priorities and business needs.

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