Guest Relations Supervisor

OUR PURPOSE AND CULTURE We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place. THE TEAM As part of the Front Office team, you will report directly to the Front Office Manager and play a key role in creating meaningful connections with our guests. Working closely with departments across the hotel, including Housekeeping, Food & Beverage, Concierge, Spa, Residences, and Butler Services, the team is dedicated to delivering seamless, personalized experiences that reflect Rosewood’s philosophy of Relationship Hospitality. Together, you will ensure every guest feels recognized, valued, and cared for throughout their journey. YOUR ROLE As Guest Relations Supervisor, you will be the bridge between our guests and the hotel, ensuring exceptional service before arrival, throughout the stay, and after departure. You will champion guest personalization by managing preferences, special requests, VIP arrivals, and guest recognition programs, while collaborating with operational teams to deliver memorable and bespoke experiences. Through your attention to detail, proactive communication, and commitment to excellence, you will help create lasting impressions that strengthen guest loyalty and contribute to the overall success of Rosewood Abu Dhabi. HOW YOU’LL MAKE THE PLACE • Create personalized guest experiences by managing guest preferences, profiles, and special requests in Opera PMS. • Coordinate VIP arrivals, amenities, room preparations, special occasions, and recognition programs to ensure flawless execution. • Engage with guests before arrival, during their stay, and after departure to anticipate needs and exceed expectations. • Monitor guest feedback and online reviews, ensuring timely follow-up, resolution, and continuous service improvement. • Collaborate with departments across the hotel to ensure guest requests and preferences are communicated and fulfilled effectively. • Serve as the primary point of contact for guest relations matters, proactively resolving concerns and enhancing guest satisfaction. COULD THIS BE YOU? • You are passionate about luxury hospitality and creating memorable, personalized experiences for every guest. • You thrive in a guest-facing environment and naturally build genuine, lasting relationships through engaging communication. • You have experience working within Front Office operations in a luxury hotel environment and understand the importance of exceptional service standards. • You are highly organized, detail-oriented, and able to manage multiple priorities while maintaining accuracy and professionalism. • You are confident using hotel systems such as Opera PMS and are comfortable working with guest data and operational reports. • You are a proactive problem solver who remains calm under pressure and is motivated to exceed guest expectations at every opportunity. OUR BENEFITS As part of our team, you’ll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood. OUR COMMITMENT TO YOU At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice. Show more Show less

You have experience working within Front Office operations in a luxury hotel environment and understand the importance of exceptional service standards. You are highly organized, detail-oriented, and able to manage multiple priorities while maintaining accuracy and professionalism. You are confident using hotel systems such as Opera PMS and are comfortable working with guest data and operational reports. You are a proactive problem solver who remains calm under pressure and is motivated to exceed guest expectations at every opportunity.

Create personalized guest experiences by managing guest preferences, profiles, and special requests in Opera PMS. Coordinate VIP arrivals, amenities, room preparations, special occasions, and recognition programs to ensure flawless execution. Engage with guests before arrival, during their stay, and after departure to anticipate needs and exceed expectations. Monitor guest feedback and online reviews, ensuring timely follow-up, resolution, and continuous service improvement. Collaborate with departments across the hotel to ensure guest requests and preferences are communicated and fulfilled effectively. Serve as the primary point of contact for guest relations matters, proactively resolving concerns and enhancing guest satisfaction.