Guest Relations Supervisor

Position overview

Guest relations and team duties

• Supervise and support the Guest Relations team and maintain high daily service standards.
• Welcome VIPs, repeat guests, and other guests with personalised arrival experiences.
• Oversee enquiries, requests, complaints, and feedback and ensure timely, effective resolution.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to fulfil guest needs.
• Monitor guest satisfaction, identify service improvements, and uphold resort brand standards and procedures.
• Arrange VIP arrivals, special occasions, room preferences, and personalised guest services.
• Handle escalated concerns professionally and maintain accurate guest profiles, service records, reports, and shift handovers.
• Conduct team briefings, allocate duties, support training, and monitor performance, grooming, punctuality, and conduct.
• Respond promptly to telephone calls, emails, and guest requests and direct enquiries to the appropriate departments.
• Support management in service improvements and operational efficiency.

Candidate requirements

• Previous guest-relations, front-office, or similar hospitality experience in a hotel or resort.
• Previous supervisory experience is preferred.
• Excellent English communication and interpersonal skills; German, Spanish, Chinese, or French is an advantage.
• Strong leadership, organisation, problem solving, and customer service skills, including tactful complaint handling.
• Professional appearance, positive attitude, and guest-focused approach; able to multitask under pressure.
• Flexible to work shifts, weekends, and public holidays; PMS familiarity is an advantage.

Employment package

• Basic salary is AED 3,000 per month.
• Package includes single-room accommodation, transportation, employment visa, medical insurance, and meals.

Location

• The role is located at an international branded resort on The Palm, Dubai, UAE.