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Raffles Dubai, Dubai, United Arab Emirates

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REF36142N

Guest Relations Supervisor

Region

Luxury & Lifestyle


Company Description

A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.


Job Description

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

  • Live and project the goal, philosophy, vision, mission and core values of the company.
  • Adheres to company grooming standards at all time.
  • Is a continual source of information, help and assistance to all guests.
  • Prepares the weekly duty rosters.
  • Supervise Guest Relation Officers.
  • Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
  • Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
  • Conduct house tours / site inspection and special room drops for VIP’s.
  • Escorts all arriving guests to their respective suite.
  • Escorts external guests to their destination.
  • Escorts departing guests to their means of transport.
  • Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
  • Greet all residence guests personally.
  • Promote Inter-Hotel sales and in-house facilities.
  • Handle guest complaints and feedback according to Raffles standards ensuring necessary actions, follow up and recording are done.
  • Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
  • Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
  • Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
  • Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
  • Prepare compendiums prior to guest arrival and check-info system if necessary.
  • Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
  • Update and maintain efficient guest history system.
  • Prepare requisition and distribution of amenities on a timely basis.
  • Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
  • Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
  • Abides by all policies and procedures.
  • Has full knowledge of Raffles standards.
  • Performs related duties and special projects assigned by Senior Management.

Qualifications

PERSONAL ATTRIBUTES

  • Strong written and verbal communication skills in English
  • Able to develop rapport with colleagues and management staff
  • Ability to work cohesively with co-workers as part of a multi-cultural team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Ability to promote positive relations with guests and patrons
  • Able to exercise good judgment with difficult guests

QUALIFICATIONS

  • Degree from School for Tourism & Hotel Management

EXPERIENCE

  • Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

 

 

 

 

 

 


Additional Information

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates

Diversidade & Inclusão para a Accor significa acolher cada um e respeitar suas diferenças, priorizando apenas qualidades e habilidades na ampliação de oportunidades de emprego e desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma cultura acolhedora, excelentes condições de trabalho e promover o desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não hesite em nos informar de quaisquer necessidades específicas que possa ter para que possamos levá-las em consideração.

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