Guest Relations Supervisor
Raffles Hotels & Resorts
United Arab Emirates
28th May 2025
2505-2087-11
Job Description
An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.
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.
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
- Degree from School for Tourism & Hotel Management
- Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | United Arab Emirates | City: | Dubai |
| Company Website: | http://www.raffles.com | Job Function: | Hospitality & Guest Services |
| Company Industry/ Sector: |
Hospitality & Hotels | ||
What We Offer
About the Company
Founded in Singapore in 1887, Raffles Hotels, Resorts and Residences are places where ideas are born, history is made, and stories and legends are created. At each landmark address, distinguished guests and residents will find a world of timeless elegance and enchanted glamour, where Raffles’ renowned legacy of gracious service knows no bounds. As the authentic heart of a destination, Raffles champions fine art and design, and fosters culture in all its forms, guiding guests to make discoveries in their own time and way. Raffles’ commitment to local communities is expressed through diverse initiatives with a unified mission to actively support the arts and the environment. From one generation to the next, visitors arrive as guests, leave as friends, and return as family.Raffles can be found in key international locations including Singapore, Paris, London, Boston, Istanbul, Dubai, Doha, Maldives, Udaipur, Phnom Penh and Bali, among others. Raffles is part of Accor, a world leading hospitality group.
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