Guest Relations Supervisor

Minor International

Supervise, mentor, and train the guest relations team, ensuring high standards of customer service and compliance with hotel policies and procedures

• Develop and implement strategies to enhance guest satisfaction and loyalty, including personalised services and recognition programmes
• Anticipate guest needs, handle enquiries, and manage complex issues to ensure positive resolutions and exceed guest expectations
• Collaborate with other departments, including housekeeping, food and beverage, and concierge, to ensure seamless guest experiences throughout their stay
• Oversee VIP arrangements, including pre-arrival preparations, welcome amenities, and special requests, ensuring a luxurious and memorable experience
• Monitor and analyse guest feedback through various channels, implementing improvements and training team members on best practices
• Maintain accurate guest records and reports using front office systems, and contribute to continuous improvement initiatives
• Manage guest complaints and service recovery efforts, ensuring prompt and satisfactory resolutions
• Coordinate with the reservations team to manage room allocations, upgrades, and special requests