Guest Relations Supervisor

Company Description

SO/ Ras Al Khaimah is part of a coveted collection of hotels rooted in the world of fashion, commanding attention with it’s avant-garde design and creative approach to the world of luxury. This is a place where we celebrate brilliant individuals – you, our SO/ Icons. Welcome to your invite to the Front Row, a place where self-expression and experience count in equal measure.

Job Description

As a Guest Relations Supervisor at SO/ Ras Al Khaimah, part of the All-Inclusive Collection, you will lead the Guest Relations team in delivering exceptional, personalized experiences for all guests. You will oversee daily operations, mentor team members, and ensure that every interaction reflects the bold, playful, and stylish identity of the SO/ brand.

Key Responsibilities

• Supervise and support the Guest Relations team, ensuring seamless service and high standards of guest care.
• Handle VIP and high-profile guest arrivals, departures, and special requests, ensuring a memorable experience.
• Monitor guest satisfaction and proactively address inquiries, concerns, or complaints to ensure prompt resolution.
• Coordinate with front office, housekeeping, F&B, and other departments to provide personalized and seamless guest experiences.
• Assist in training, coaching, and mentoring Guest Relations Agents to maintain service excellence and professional growth.
• Maintain detailed knowledge of hotel facilities, services, promotions, and local attractions to provide accurate guidance to guests.
• Implement and maintain guest recognition programs, loyalty initiatives, and special occasion services.
• Oversee guest communication, including pre-arrival requests, welcome letters, and post-departure follow-ups.
• Support scheduling and workflow planning for the Guest Relations team to ensure adequate coverage during peak periods.
• Ensure compliance with health, safety, and hygiene standards in all guest interactions.
• Maintain accurate records of guest preferences, feedback, and incidents, reporting to management as required.
• Uphold professional appearance, grooming standards, and the SO/ brand’s service philosophy at all times.
  
  

• Previous experience in guest relations, concierge, or front office roles, with supervisory experience preferred, in luxury hotels or resorts.
• Strong leadership, team management, and interpersonal skills.
• Exceptional guest service orientation with problem-solving and conflict resolution abilities.
• Excellent communication skills and the ability to anticipate guest needs.
• Knowledge of hotel operations, facilities, and local attractions.
• Professional appearance, confident demeanor, and alignment with the SO/ brand identity.
• Fluency in English; additional languages are highly advantageous.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to work flexible hours, including weekends and holidays, as required.
  
  

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.