Guest Relations Supervisor

About The Meydan Hotel

Located at the iconic Meydan Racecourse in Dubai, The Meydan Hotel represents the pinnacle of contemporary luxury hospitality. The hotel offers spectacular views, gourmet dining experiences, and spacious rooms designed to deliver unforgettable stays for leisure travelers, business visitors, and horse racing enthusiasts alike. The service ethos is centered around personalized, warm hospitality aimed at exceeding guest expectations on every occasion.

Job Summary

The Guest Relations Supervisor is responsible for managing the daily functions of the guest relations team to ensure excellent service that aligns with the hotel’s prestigious brand standards. Key duties include overseeing staff, handling VIP guest arrivals, resolving guest issues promptly, and facilitating effective coordination among front-of-house divisions. This role plays a crucial part in enhancing guest satisfaction, supporting team effectiveness, and upholding the hotel’s reputation for bespoke high-quality service. Reporting directly to the Guest Relations Manager, the supervisor may also participate in special projects and initiatives designed to enhance guest experiences.

Primary Responsibilities

• Strict adherence to all hotel policies and Service Standard procedures, while complying with instructions from Assistant Guest Relations Manager or Front Office Manager.
• Ensure punctual attendance; maintain proper appearance including correct uniform and name badge.
• Lead daily team briefings, confirm attendance, and communicate upcoming business requirements to staff.
• Be proficient with the Hotel Opera Cloud system and lend support to the guest relations desk as needed.
• Maintain a prominent presence in the main lobby, warmly greeting incoming guests and ensuring a welcoming atmosphere.
• Guarantee consistently high levels of customer service within Reception and Lobby areas.
• Regularly collect verbal customer feedback and respond swiftly to guest inquiries.
• Coordinate special guest requests and preferences with relevant departments.
• Monitor and foster positive guest reviews across social media platforms, TripAdvisor, and online travel partners' sites.
• Serve as a contact point for guests staying seven days or longer, ensuring their comfort and offering guidance.
• Manage guest complaints promptly and maintain accurate records.
• Possess thorough knowledge of hotel facilities and services, identifying upsell and promotional opportunities.
• Introduce creative ideas for seasonal lobby and reception decorations to enhance ambiance.
• Maintain adequate staffing to meet business demands.
• Keep precise administrative records of all department documents.
• Organize and lead daily departmental briefings and chair monthly department meetings.
• Collaborate with hotel management to coordinate daily department activities.
• Conduct monthly meetings to update staff on hotel activities, reinforce standards of excellence, and cultivate a cooperative team culture.

Required Skills and Experience

• Graduate in Hotel Management or at least a high school diploma.
• A minimum of 1.5 years experience in a comparable role within a five-star hotel environment.
• Proficient telephone communication skills.
• Demonstrated accuracy and efficiency in task execution.
• Energetic and enthusiastic approach to work.
• Polite and supportive attitude towards both colleagues and guests.
• Commitment and dedication to assigned responsibilities.
• Proactive assistance to customers and ownership of guest needs.
• Ability to respond calmly and effectively during emergencies.
• Effective multitasking capability.
• Professional demeanor and high attention to detail and quality standards.
• Strong problem-solving and decision-making skills.
• Excellent interpersonal and customer service skills.
• Fluency in spoken and written English; additional languages are advantageous.

Work Environment and Culture

The Meydan Hotel is expanding rapidly and invests significantly in its team members. The company fosters an open-hearted, creative, inclusive, and inspirational workplace culture focused on delivering exceptional guest experiences and lasting memories. Employees are encouraged to innovate continuously and contribute actively to this vision.