Guest Relations Supervisor

About the role

The Guest Relations Supervisor ensures that every guest experience at Rixos Hotels is seamless from arrival to departure. Acting as the main liaison between guests and hotel departments, this role proactively addresses needs, resolves issues, and creates memorable moments for all visitors.

Key responsibilities

• Conduct pre‑arrival, mid‑stay and post‑stay calls to verify guest needs and satisfaction.
• Compile and share anticipated service and amenity lists with relevant departments.
• Coordinate with Bell, Front Desk, Housekeeping, Engineering, Security and other teams to resolve guest requests promptly.
• Prioritise and follow up on outstanding requests from the previous day.
• Listen attentively, handle complaints, and ensure resolutions meet guest expectations.
• Perform daily “Guest Contacts” to gauge satisfaction, collect feedback and document comments, suggestions and complaints.
• Distribute guest questionnaires, analyse results, translate feedback into English and circulate to department managers.
• Identify special occasions (birthdays, anniversaries) and organise appropriate celebrations with relevant departments.
• Implement VIP procedures, greet and bid farewell VIP guests.
• Guide agency representatives and prospective guests around the property and prepare written communications for guest‑facing activities.

Required profile

• Excellent listening and communication abilities.
• Strong organisational skills and attention to detail.
• Ability to coordinate across multiple hotel departments.
• Proficiency in handling guest complaints and delivering satisfactory solutions.
• Capability to manage VIP guest interactions and special‑occasion arrangements.

Required skills

What we offer

• Competitive salary and benefits package.
• Opportunities for career growth and professional development within a multicultural luxury hotel environment.
• Dynamic team culture that values hospitality excellence.