Guest Relations Supervisor

Nestled in Dubai Marina, The First Collection Marina provides a chic urban escape with stunning views and premium facilities with 493 guest rooms and suites. Guests can relax in the rooftop pool, rejuvenate at the spa, and enjoy exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah, encompassing both dining and beach club experiences. Ideal for travellers seeking a relaxed yet lively stay, this hotel captures the spirit of Dubai Marina. 

About The First Group Hospitality 

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Summary:

A Guest Relations Supervisor is responsible for managing the guest experience and ensuring that guests have a pleasant and enjoyable stay at a hotel or resort. They oversee a team of guest relations staff and work closely with other departments to ensure that guests' needs are met. 

Responsibilities:

• Managing the guest relations team and ensuring that all staff are trained and motivated to provide excellent customer service
• Overseeing the daily operations of the guest relations desk, including guest check-in and check-out, room assignments, and handling guest complaints and requests
• Monitoring guest satisfaction levels and taking appropriate action to address any issues or concerns
• Providing recommendations to guests for local attractions, restaurants, and other activities
• Collaborating with other departments, such as housekeeping and maintenance, to ensure that guests' needs are met in a timely and efficient manner
• Developing and implementing guest relations policies and procedures
• Assisting with the planning and execution of special events and activities, such as weddings and corporate meetings
• Maintaining guest relations records and generating reports on guest satisfaction levels and trends
• Handling billing disputes and ensuring that guest accounts are accurate and up-to-date
• Maintaining a professional appearance and demeanor at all times

Skills and Qualifications:

• Bachelor's degree in hospitality management or related field; relevant work experience may be substituted for formal education
• Previous experience in guest relations, with a strong track record of providing excellent customer service
• Strong interpersonal and communication skills, with the ability to effectively communicate with guests and staff at all levels
• Excellent organizational and time-management skills, with the ability to prioritize and manage multiple tasks simultaneously
• Knowledge of hotel operations, including front desk procedures, housekeeping, and maintenance
• Proficient in Microsoft Office and other computer applications used in hospitality management
• Ability to work flexible hours, including evenings, weekends, and holidays as needed
• Strong problem-solving and decision-making skills, with the ability to resolve conflicts and handle emergency situations in a calm and effective manner
• Ability to maintain a high level of professionalism and confidentiality at all times