Guest Relations Supervisor

Company: The First Group Hospitality –

WebSite: Dubai, United Arab Emirates

Job Description:**Option 1: Formal Style**

Ciel Dubai Marina, a flagship development of The First Group Hospitality and a prestigious member of IHG Hotels & Resorts’ Vignette Collection, is poised to redefine the luxury hospitality landscape as the world’s tallest hotel. This iconic landmark, designed by the award-winning NORR Group, features 1,004 elegantly appointed guestrooms, eight distinctive dining destinations, three outdoor swimming pools, and unparalleled panoramic views. Having already garnered international recognition, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia, Ciel represents an exceptional opportunity for professionals seeking to contribute to an innovative and globally recognized establishment.

The First Group Hospitality, a leading hospitality management company committed to excellence, invites applications for the position of Guest Relations Supervisor. This role is integral to ensuring exceptional guest experiences that reflect the prestige of Ciel Dubai Marina. The successful candidate will oversee the Guest Relations team, manage daily operations, and cultivate memorable experiences for guests.

**Key Responsibilities:**

* Supervise and mentor the Guest Relations team to deliver personalized service across all guest touchpoints.
* Extend tailored attention and seamless experiences to VIPs, repeat guests, and long-stay guests.
* Address guest concerns and service recovery issues with professionalism and empathy.
* Monitor guest satisfaction scores and implement strategies for continuous improvement.
* Collaborate with various departments (Housekeeping, F&B, Front Office, Concierge, etc.) to fulfill guest requests and needs.
* Train and develop Guest Relations Agents to ensure consistent service delivery and team engagement.
* Assist in the creation and execution of special guest amenities, welcome experiences, and celebrations.
* Review arrival reports, guest profiles, and preferences to facilitate a proactive service approach.
* Maintain a visible and approachable presence in the lobby and guest areas.
* Support the Guest Experience Manager in departmental planning and reporting activities.

**Qualifications:**

* Minimum of two to three years of experience in guest relations or front office within a five-star luxury hotel.
* Prior supervisory experience is preferred.
* Demonstrated leadership, communication, and interpersonal skills.
* Proficiency in Opera PMS and Microsoft Office applications.
* A passion for luxury hospitality and creating genuine guest connections.
* Excellent problem-solving and decision-making capabilities.
* Fluency in English; proficiency in additional languages is an asset.
* Professional grooming and a confident, service-oriented demeanor.

Skills: