Job Description

Company Description

DUKES The Palm, Dubai Hotel

Synonymous with timeless British sophistication, Dukes The Palm, Dubai Hotel brings a touch of classic elegance to the city's vibrant hospitality landscape. With spectacular views of the Arabian Gulf and Dubai Marina skyline, this 5-star destination offers:

Upscale rooms and luxurious suites Award-winning dining experiences A private beach and stunning infinity pool World-class service rooted in excellence and attention to detail.

As part of the Minor Hotel Group, both properties are committed to creating memorable guest experiences and providing meaningful career growth opportunities.

We are seeking an enthusiastic and customer-focused Guest Relations Supervisor to join our team in Dubai, United Arab Emirates. As a key member of our front office team, you will be responsible for ensuring exceptional guest experiences and leading a team of guest relations professionals.

Supervise, mentor, and train the guest relations team, ensuring high standards of customer service and compliance with hotel policies and procedures Develop and implement strategies to enhance guest satisfaction and loyalty, including personalised services and recognition programmes Anticipate guest needs, handle enquiries, and manage complex issues to ensure positive resolutions and exceed guest expectations Collaborate with other departments, including housekeeping, food and beverage, and concierge, to ensure seamless guest experiences throughout their stay Oversee VIP arrangements, including pre-arrival preparations, welcome amenities, and special requests, ensuring a luxurious and memorable experience Monitor and analyse guest feedback through various channels, implementing improvements and training team members on best practices Maintain accurate guest records and reports using front office systems, and contribute to continuous improvement initiatives Manage guest complaints and service recovery efforts, ensuring prompt and satisfactory resolutions Coordinate with the reservations team to manage room allocations, upgrades, and special requests

Qualifications

Bachelor's degree in Hospitality Management or related field, with minimum 3 years' experience in guest relations or front office operations, including 1 year in a supervisory role Proven track record of delivering exceptional customer service in a luxury hospitality environment Strong leadership, team management, and organisational skills Excellent communication and interpersonal skills, with advanced problem-solving abilities Proficiency in English; additional languages are advantageous * Opera experience