Guest Relations Manager

Job Description:

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise. Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.

Job Responsibilities:

• Comply and reinforce quality assurance expectations and standards (Forbes, LQA and Jumeirah Brand Standards).
• Oversee Guest Relations operations. Check the quality and timeliness of the tasks of Guest Relations Executives and Team Leaders.
• Plan the staff vacation, lieu time and worked public holidays to ensure sufficient staff depending on operations
• Constantly monitor team performance in all phases of service and job functions.
• Build a rapport with VIP guests and maintain interaction to facilitate guest recognition and obtain preferences.
• Coordinate and arrange all welcome, escort and farewell procedures for VIP guests. Carry out In-room check-out for VIP guests.
• Take ownership of guest concerns and requests and act decisively to ensure guest satisfaction when glitches occur.
• Carry out and record training within the department as required
• Prepare the roster for the Guest Relations and Executive Butlers

Job Requirements:

• Strong interpersonal and communication skills: accustomed to handling guest complaints of varying severity
• Minimum 3 years experience in a Luxury 5 star property in Front Office or Guest Relations
• Fluency in English and additional language (Russian or other European languages are a plus).
• Minimum 2 years of managerial experience