Guest Relations Supervisor

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar Minor International Full time

The Guest Relations Supervisor is responsible for overseeing the guest relations team to ensure all guests experience outstanding hospitality throughout their stay. This role includes coordinating guest requests handling VIP guests and managing feedback to continuously improve guest satisfaction. The Guest Relations Supervisor works closely with other departments to ensure seamless service delivery that aligns with the hotels standards and enhances the guest experience.

Key Responsibilities:

  • Guest Service and Satisfaction
    • Lead the guest relations team in providing warm personalized service to all guests ensuring each guest feels valued and cared for.
    • Manage VIP and special guest experiences coordinating with relevant departments to ensure expectations are met and exceeded.
    • Address guest complaints or concerns promptly and professionally finding effective solutions to ensure guest satisfaction.
  • Team Supervision and Training
    • Train guide and motivate the guest relations team to uphold the hotels service standards and policies.
    • Schedule and manage team shifts to ensure adequate coverage and smooth operations at all times.
    • Provide feedback to team members supporting their development and growth.
  • Operations Coordination
    • Coordinate with the front office Villa Host and F&B teams to personalize guest experiences and ensure seamless service.
    • Monitor guest feedback through surveys reviews and inperson interactions identifying areas for improvement and implementing corrective actions.
    • Maintain detailed records of guest preferences feedback and incidents to enhance future stays and improve service standards.
  • Promotions and Upselling
    • Inform guests about hotel facilities activities and promotions encouraging them to take advantage of available amenities.
    • Identify opportunities to upsell services upgrades and packages that enhance the guest experience and increase revenue.
  • Quality Control and Reporting
    • Conduct regular quality checks to ensure the team delivers consistent highquality service aligned with the hotels standards.
    • Generate daily weekly and monthly reports on guest feedback complaints and team performance for management review.
    • Monitor key performance metrics such as guest satisfaction scores and take action as needed to maintain high levels of service.

Qualifications :

  • Certificate in Hospitality Management or related field preferred.
  • Minimum of 23 years experience in guest relations or front office roles within the hospitality industry.
  • Excellent communication interpersonal and conflictresolution skills.
  • Strong leadership abilities with experience in training and supervising a team.
  • Proficiency in Front Office Software
  • Detailoriented and able to multitask in a fastpaced environment.
  • Ability to work flexible hours including weekends and holidays.
  • Proficient in English both written and spoken 

Remote Work :

No

Employment Type :

Fulltime

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