Job Description

Job Description :

The Guest Relations Team Leader is responsible for overseeing and enhancing the guest experience within our organization. This role involves managing a team of Guest Relations Associates, ensuring high standards of service, resolving guest concerns, and implementing strategies to improve overall guest satisfaction. The ideal candidate will have a passion for hospitality, excellent leadership skills, and a strong commitment to providing exceptional guest experiences.

Key Responsibilities:

• Lead, motivate, and support a team of Guest Relations Associates to ensure high performance and adherence to company standards.
• Schedule shifts, assign tasks, and ensure adequate staffing levels to meet guest needs.
• Conduct performance evaluations, provide feedback, and support team members' professional development.
• Guest Experience Enhancement:
• Monitor guest interactions to ensure the delivery of a high standard of service and identify areas for improvement.
• Address and resolve guest complaints, issues, or concerns in a professional and timely manner.
• Develop and implement strategies to enhance the guest experience and exceed guest expectations.
• Oversee daily operations within the guest relations department, ensuring all tasks and responsibilities are carried out effectively.
• Maintain up-to-date knowledge of company services, policies, and procedures to provide accurate information to guests and team members.
• Training & Development:
• Develop and deliver training programs for new hires and ongoing training for existing team members.
• Ensure that all team members are knowledgeable about company services, guest interaction techniques, and conflict resolution strategies.
• Reporting & Administration:
• Prepare and review reports on guest feedback, service quality, and team performance.
• Maintain accurate records of guest interactions, complaints, and resolutions.
• Collaborate with other departments to ensure a cohesive approach to guest service and resolve cross-functional issues.
• Assist in developing and implementing guest relations policies and procedures.
• Analyze guest feedback and trends to identify opportunities for service improvements and recommend changes.
• Build and maintain positive relationships with guests, ensuring they feel valued and appreciated.
• Proactively seek guest feedback through surveys, conversations, and other methods to gauge satisfaction and identify areas for improvement.

Job Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• At least 3-5 years of experience in a guest services or hospitality role, with at least 1-2 years in a leadership or supervisory position.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills, with the ability to interact effectively with guests and team members.
• Exceptional problem-solving abilities and a proactive approach to resolving issues.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with guest management systems.
• A genuine passion for delivering outstanding guest service.
• Ability to remain calm and composed in high-pressure situations.
• High level of professionalism and a positive attitude.

Job Type: Full-time

Pay: Up to AED6,000.00 per month

Application Question(s):

• What is the highest level of education you have completed?
• If we offered you a position, when would you be available to start?
• What is your Visa Status & Validity Date?
• What is your Nationality?
• What is your expected salary?
• Do you have a previous experience in the same role?
• Which languages can you speak fluently?