Guest Relations Supervisor

Job Description

Please note that this is not an exhaustive list of everything that needs to be done. Employees at Anantara Dubai Palm Jumeirah Resort & Spa always find new ways to look after the business, their guests, and their associates. Within this, the key responsibilities for this position are:

• Is responsible for Guest Relations function of the resort.
• Provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction.
• Facilitate an efficient arrival and departure formality for all guests.
• Assist guest in resort activity enquiries/requests.
• Ensure that established levels of guest service are maintained at all times within the reception area.
• Actively elicit guest feedback and preferences, regarding resort services and ensure action is initiated on the same to maximize guest satisfaction.
• Ensure guest errands are executed as directed.
• Prepare all information collaterals for guests and related departments as per the policy and standards.
• Ensure guests are personally welcomed and greeted by name and escorted to their rooms on arrival.
• Provide information on resort services and facilities, as well as local attractions and general enquires as requested.
• Ensure a member of management is in attendance of all arrivals and departures.
• Ensure sufficient stocking of welcome beverage, refresh towels and special departure expressions are maintained.
• Coordinate transportation for guests in collaboration with the Concierge, Bell Captain and Bell Men including buggy and car transfers.
• Provide complete assistance to guests on arrival and departure (check in and check out).
• Prepare accurate room folios / bills and ensures settlement of the same.
• Responsible for all check outs being done efficiently and accurately.
• Handle difficult situations effectively following resort policies and procedures.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resort’s Policies & Procedures to achieve the overall objectives of this position.
• Ensure proper record keeping and documentation, as per statutory and organizational requirements.
• Closely liaise with Guest Services Centre in ensuring all follow ups are done in a timely manner.
• Ensure correct documentation of all transactions at Front Office during shifts.
• Communicate promptly and efficiently guest complaints and compliments to the Front Office Manager / Duty Manager.
• Keep superior promptly and fully informed of all problems or unusual matters of significance.
• Ensure safety and security of guests’ belongings.
• Adhere to all organizational policies and standards.
• Actively participate in selling excursions and coordinating recreation, spa and Food & Beverage.
• Responsible for implementing and maintaining the sanctity of the Guest Service Questionnaire daily as per standard operating procedure.
• Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
• Lead the Guest Relations team by example.
• Train, mentor and coach the Guest Relations team.
• Ensure that all fellow associates follow Safety rules and operating procedures.
• Is aware of all house rules and assists in enforcing them on associates.
• Always conduct himself/herself in such a manner so as to encourage all fellow team members to do likewise.
• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate.
• Project at all times, a favorable image of the company, resort and department.
  

Qualifications

• A strong focus on customer service.
• Prior experience in hotel front office operations is preferred.
• Excellent communication skills; fluency in English is required.
• Be able to work shifts, weekends and public holidays.
• Computer skills in Ms Office.