- Full-Time
- Permanent
- RAFFLES
- Rooms
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Raffles The Palm Dubai, Dubai, United Arab Emirates
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REF57662W
Guest Relations Manager
Region
Luxury & Lifestyle
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 374 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.
When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.
1. Guest Engagement:
- Serve as the primary point of contact for VIPs and regular guests, ensuring their needs and expectations are exceeded.
- Actively engage with guests throughout the property, offering assistance, gathering feedback, and creating personalized experiences.
- Actioning any of the feedback received, record glitches and ensure full closure.
- Alert senior management
- Anticipate guest needs by utilizing guest history and preferences to deliver tailored service.
2. Leadership and Presence:
- Lead by example, demonstrating a professional and approachable demeanor at all times.
- Be visible during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined my management to enhance guest interaction.
- Mentor and inspire the Guest Relations team to embody the hotel’s standards and values.
- Liaises closely with Concierge, Butler and Raffles Club for Hotel events, special VIP requests or preparations
- Supervise the Guest Relations Supervisor/Officers and prepares the weekly duty rosters.
3. Memorable Experiences:
- Develop and implement unique guest touchpoints and personalized moments that leave lasting impressions.
- Collaborate with other departments to curate bespoke experiences that align with the property’s brand.
- Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
- repeat guests, high paying guests, high profile guests and other VIP’s receive special recognition and service
4. Innovation and Change Management:
- Proactively identify areas for improvement, propose innovative solutions, and lead the implementation of changes.
5. Operational Excellence:
- Oversee the smooth operation of the Guest Relations team, ensuring efficiency and alignment with the property’s standards.
- Manage guest feedback, resolving concerns promptly and effectively while ensuring long-term satisfaction.
- Monitor key performance indicators (KPIs) related to guest satisfaction and loyalty.
- Ensures lobby presence at all times
- Keeps the immediate manager fully informed of all problems or unusual matters of significance.
- Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently
- Works closely with the Butler Team to maximize the potential of both department’s
6. Brand Ambassador:
- Build strong relationships with repeat guests, influencers, and partners to foster advocacy for the hotel.
7. Additional Responsibilities:
- Performs related duties and special projects assigned by Senior Management.
- Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
WORK ENVIRONMENT:
- High visibility and engagement in guest-facing areas.
- Flexibility to work evenings, weekends, and holidays as required by the operation.
SKILLS AND ATTRUBUTES
- Exceptional interpersonal and communication skills.
- Proactive, resourceful, and solutions-driven.
- Able to exercise good judgment with challenging guests
- Strong leadership capabilities with the ability to inspire and motivate a team.
- Detail-oriented with a passion for creating unique guest experiences.
- Open-minded and adaptable to change, with a forward-thinking mindset.
- Strong written and verbal communications in English; additional languages are a plus.
EDUCATION AND EXPERIENCE
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
- Minimum of 5 years in a guest-facing leadership role within luxury hospitality.
- Experience in multicultural environments and working with high-profile clients.
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
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YOUR PASSION SHINE
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our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
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