Guest Relations Supervisor

About Rosewood Abu Dhabi

At Rosewood Abu Dhabi, we aim to synergize people and place to create enriching experiences enriched by deep local roots and an unwavering commitment to positive impact. As innovators driven by a collective mission, we craft remarkable moments that celebrate the distinctive soul of every location. Together, we answer the call to elevate our surroundings and connections.

The Team

As an integral member of the Front Office, you will report to the Front Office Manager and collaborate with multiple departments including Housekeeping, Food & Beverage, Concierge, Spa, Residences, and Butler Services. This synergy is designed to deliver smooth, tailored experiences that embody our Relationship Hospitality philosophy, ensuring every guest is recognized, valued, and cared for throughout their stay.

Role Overview

In the role of Guest Relations Supervisor, you function as the pivotal liaison between guests and the hotel. From prior to arrival, during their stay, and post-departure, you will drive exceptional service standards. Your responsibilities will involve managing guest preferences, fulfilling special requests, organizing VIP arrivals, and overseeing guest recognition programs. Through impeccable attention to detail, proactive communication, and pursuit of excellence, you will craft memorable stays that foster loyalty and support the hotel's success.

Main Responsibilities

• Develop customized guest experiences by handling guest profiles, preferences, and special requests using Opera PMS.
• Manage coordination for VIP arrivals, amenities, room preparations, special celebrations, and recognition initiatives to ensure smooth execution.
• Engage with guests before, during, and after their visits to anticipate their needs and go beyond expectations.
• Track guest feedback and online reviews, ensuring prompt follow-up, resolution of issues, and ongoing enhancements to service quality.
• Collaborate across hotel departments to effectively communicate and meet guest requests and preferences.
• Act as the main contact for guest relation concerns, resolving issues proactively and boosting guest satisfaction.

Candidate Profile

• Strong passion for luxury hospitality and a dedication to delivering personalized, memorable guest experiences.
• Proven ability to thrive in guest-facing roles by creating sincere, lasting bonds through engaging communication.
• Experience within Front Office operations at upscale hotels with a clear understanding of high service standards.
• Highly organized and detail-focused while managing multiple priorities simultaneously with professionalism and accuracy.
• Proficient in hotel systems like Opera PMS and comfortable handling guest data and operational reporting.
• A proactive problem solver who maintains composure under pressure and strives to surpass guest expectations consistently.

Benefits

• Access to a comprehensive benefits package supporting wellbeing, career advancement, and personal life, including medical coverage and retirement plans.
• Paid time off alongside complimentary room nights for staff.
• Opportunities for continuous learning, development, and global career mobility.
• Industry-leading paid parental leave accommodating diverse paths to parenthood.

Our Commitment

We foster an environment where each associate’s voice matters and encourage authenticity over conformity in our collaborative culture. Our approach is deeply connected to respecting and reflecting the history, culture, and geography of our destinations. We commit to cultivating meaningful and enduring relationships and have embedded Diversity, Equity, and Inclusion practices throughout our operations to support these principles.