Job description
Role Overview
Guest Relations Supervisor at Anantara The Palm Dubai Resort, located in Dubai. Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, founded in 2001 in Thailand, with properties across the world's most captivating locales including pristine beaches, private islands, ancient sites, and vibrant metropolises.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning 'without end', the brand's spirit embodies freedom, movement, and harmony. The company believes every journey should leave a lasting impression for guests and staff alike.
Role Purpose
Oversee daily Guest Relations operations for the Resort & Residences, ensuring exceptional service and memorable guest experiences while leading the Guest Relations team to deliver personalized service and drive guest engagement across all resort facilities and services.
Key Responsibilities
Operations & Service Delivery
- Oversee the daily Guest Relations operations for the Resort & Residences, ensuring exceptional service and memorable guest experiences.
- Deliver personalized guest service by managing arrivals, departures, VIPs, guest preferences, and special requests.
- Ensure guests receive accurate information regarding resort facilities, services, activities, promotions, and local attractions.
- Drive guest engagement by promoting resort facilities, Food & Beverage, Spa, Recreation, and other hotel services.
Guest Satisfaction & Service Recovery
- Handle guest enquiries, feedback, complaints, and service recovery promptly to maximize guest satisfaction and loyalty.
Coordination & Collaboration
- Coordinate with Front Office, Concierge, Bell Team, Housekeeping, Guest Services Centre, and other departments to ensure seamless guest experiences.
Records & Documentation
- Maintain accurate guest records, Front Office documentation, billing, and operational reports in accordance with company policies and procedures.
Team Leadership & Development
- Lead, coach, train, and mentor the Guest Relations team while promoting service excellence and continuous development.
Compliance & Standards
- Ensure compliance with hotel standards, policies, health, safety, security, and operational procedures.
- Foster a positive and collaborative team environment while maintaining a professional image and performing any additional duties assigned by management.