Guest Relations Supervisor

Guest Relations Supervisor (20347) Situated at the heart of Dubai’s world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlooking one of the world’s most iconic horse racing destinations, our hotel offers exceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn. Job Summary The Guest Relations Supervisor oversees the daily operations of the guest relations team, ensuring exceptional service delivery and memorable guest experiences that reflect the hotel’s unique brand standards. This role is responsible for supervising staff, managing VIP arrivals, addressing guest concerns, and maintaining smooth coordination with all front-of-house departments. It plays a key part in enhancing guest satisfaction, supporting team performance, and contributing to the hotel’s reputation for personalized and high-quality service. The position reports to the Guest Relations Manager and may be involved in special projects, service improvement initiatives, and brand-driven guest experience programs. Key Responsibilities - Adhere to all hotel rules and regulations as per Service Standard Policies and procedures, and follow all communications briefed by the AGRM/ FOM. - Attend to duty timely and wearing the correct uniform, name badge and well groomed. - Conduct daily briefings and ensure attendance of all teams and information and communicate anticipated business demands to the respective team members. - Be fully trained in using the Hotel Opera Cloud system and can assist the guest relations desk when required to do so. - Maintains maximum presence in the main lobby to ensure all the guests arriving at the lobby are greeted & provided with a warm welcome experience. - Ensures a very high level of customer service is constantly maintained for Reception, Lobby area. - Seeks verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner. - Coordinate guests’ special needs, requests and preferences with the departments concerned. - Monitor’s and drives the positive guest reviews on the social media, Trip Advisor & OTA partner’s websites. - Serves as a point of contact for long-stay Guests of 7 days or longer – ensuring they feel comfortable and can ask advice or information from Guest Relations - Manages records and resolves Guest or customer complaints promptly. - Demonstrates a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate - Shows creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods to enhance the overall image and warmth of this area for the Guest - Maintains staffing levels to meet business demands. - Maintains accurate administrative records of all documents. - Arranges and co-ordinates daily departmental briefings and chairs the departmental monthly meetings. - Coordinates daily activities with hotel management team daily. - Holds monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture. Skills, Experience & Educational Requirements - Hotel Management graduate or Minimum High School Graduate - 1.5 years in similar position in a five-star hotel. - Excellent telephone skills - Performs tasks accurately and efficiently - Demonstrates energy and enthusiasm at work - Courteous and helpful to colleagues and customers - Demonstrates dedication and commitment to their role. - Proactively assists customers - Takes responsibility for identifying and meeting guest needs - Takes ownership and follows through customer requests - Ability to attend emergencies in a level-headed manner - The ability to multitask - Professionalism - Attention to Detail & Quality - Problem Solving and Decision Making - Interpersonal Skills - Customer service oriented - Effective communication skills - Language Skills: Excellent spoken and written English, with proficiency in additional languages considered an advantage. Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Hotel Management graduate or minimum High School graduate; 1.5 years in a similar position in a five-star hotel; excellent telephone skills; attention to detail; problem solving and decision making; professional and courteous demeanor; ability to multitask; strong communication and interpersonal skills; language: excellent spoken and written English (additional languages a plus).

Oversee daily operations of the guest relations team; supervise staff; manage VIP arrivals; address guest concerns; coordinate with front-of-house departments; maintain guest satisfaction and brand standards; respond to guest queries in a timely manner; upsell opportunities; monitor guest reviews on social media and OTA sites; act as point of contact for long-stay guests; maintain records and administrative documents; conduct departmental briefings and monthly meetings; coordinate daily activities with hotel management; foster a high standards of service and team culture.