Guest Relations Supervisor

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Key Responsibilities

• Guest Services Supervision
• Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
• Greet VIP guests, handle special requests, and ensure personalized experiences.
• Monitor guest feedback and implement improvements to enhance guest satisfaction.
• Complaint Handling
• Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
• Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
• Team Leadership and Training
• Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
• Conduct performance evaluations and recommend development plans for team members.
• Operational Excellence
• Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
• Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
• Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
• VIP and Special Guest Management
• Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
• Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.
• Quality and Standards Compliance
• Ensure all guest service activities align with the resort’s policies, brand standards, and luxury service expectations.
• Monitor and manage the implementation of guest recognition programs.
• Reporting and Communication
• Prepare reports on guest feedback, service trends, and improvement initiatives for senior management.
• Act as a liaison between the Guest Relations team and management to address operational needs and strategic goals.

Qualifications

• Education: Bachelor’s degree in Hospitality Management or a related field preferred.
• Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
• Multilingual abilities are an advantage.
• Personality: Warm, approachable, detail-oriented, and customer-focused.