Guest Relations Officer - Arab Speaking

Guest Relations Supervisor Responsibilities

1. Supports the Guest Relations Manager
2. Supervises and leads the Guest Services Agents
3. Attends briefings and meetings (Management Meeting, Operations Briefing) and updates management on Guest Relations activities
4. Promotes the importance of Guest Relations amongst other guest contact departments (i.e. Housekeeping and Food & Beverage)
5. Continuously monitors the hotel’s VIP initiatives and creates innovative and personalized amenity programmes
6. Monitors the progress and performance of all aspects of the Guest Relations programmes
7. Analyses guest data and establishes strategies to enhance guest retention ratios
8. Trains all front-line colleagues on Guest Relations principles
9. Ensures guests feel welcome
10. Escorts arriving guests, VIPs, and celebrity guests
11. Maintains a high guest repeat and retention rate
12. Ensures instructions from Management/MOHG are communicated and acted upon
13. Is the champion of guest name recognition
14. Is the champion of guest preferences collection
15. Is the champion of ‘MOWOW’ initiatives
16. Accountable for results from Guest Database Audit, Guest Satisfaction, and LQE standards in areas relating to Guest Recognition
17. Handles guest complaints diligently and professionally
18. Ensures all rooms assigned for arrivals are ready prior to guests’ check-in
19. Ensures GM/HM/DH welcome card is set up for arrival guests