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Job description / Role Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure. Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations. Oversee front office guest-facing areas, including supervision of Guest Relation Supervisors, Guest Relation Agents, and Lobby Hostesses. Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotel’s service and hospitality standards. Act as a key contributor to service excellence, guest loyalty, and brand reputation. Main duties and responsibilities Guest experience management Oversee the full guest journey from arrival to departure, including personalized welcome, farewell, and feedback collection. Develop and implement guest experience initiatives to enhance overall guest satisfaction. Maintain detailed knowledge of daily activities, city attractions, transportation, and local services to assist guests effectively. Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution. Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team. Complaints handling & service recovery Handle escalated guest complaints efficiently with proper follow-up and documentation. Review service recovery reports, Duty Manager/Night Manager logs, and implement corrective actions where required. Guide the team in resolving guest concerns based on empowerment guidelines. Participate in management meetings, present guest issues, and collaborate with operations teams on action plans. VIP relations Coordinate special services and amenities for VIP guests, ensuring preferences are met to the highest standards. Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM. Supervise VIP room blocking, follow up on special requests, escort VIPs, conduct in-room check-ins when required, and spot-check VIP rooms. Team leadership & people management Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline. Promote upselling based on service excellence and ethical practices. Conduct effective shift briefings to communicate operational requirements and hotel activities. Ensure staff comply with greeting standards and complaint-handling procedures. Train, coach, and mentor Guest Relations team members to enhance performance and guest impressions. Conduct regular team meetings and performance evaluations to sustain a motivated, high-performing team. Collaboration & compliance Work closely with all hotel departments to ensure seamless service delivery. Coordinate with the F&B team to ensure smooth restaurant reservation processes. Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems. Feedback & brand management Collect, analyze, and report guest feedback and satisfaction metrics. Recommend improvements in service delivery and guest relations aligned with TRUST YOU Score. Ensure guest reviews on social media platforms are responded to within 24 hours. Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas. Qualifications Diploma or degree in hospitality or a related field. Minimum 5–7 years of experience in a luxury 5-star hotel environment. Strong multilingual communication skills, including proficiency in English, with the ability to communicate effectively in Russian and/or Arabic, are considered a strong advantage. Strong background in Guest Relations, Front Office operations, VIP handling, and service recovery. Proven leadership, communication, and guest engagement skills, with the ability to manage teams and deliver exceptional guest experiences. Additional information Willingness to work flexible hours, including weekends, public holidays, and peak operational periods, as required by hotel operations. Ability to work in a fast-paced, guest-centric luxury environment while maintaining professionalism and service excellence. Strong attention to detail, problem-solving skills, and the ability to handle sensitive situations with discretion and confidence. Commitment to upholding brand standards, hotel policies, and applicable health, safety, and quality requirements. Collaborative mindset with the ability to work effectively across departments to enhance the overall guest experience.