The Guest Relations Supervisor will be responsible for overseeing the team of Guest Relations Agents, developing and implementing strategies to enhance guest satisfaction, analyzing feedback, and fostering collaboration with other departments. Carries out the assigned tasks to the highest professional standards and in accordance to the directives and instructions received. Establishes and develops personal guest contact, promotes feedback and is constantly proactive in anticipating guest needs and requirements. To be the main point of contact for the guests and to handle all enquiries throughout their stay in a friendly and effective manner always striving to exceed expectations and keeping in mind ‘Everything Considered’.

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  In line with localization regulations in effect across the private sector in the United Arab Emirates, The WB™ Abu Dhabi, Curio Collection by Hilton™ is committed to meet and exceed UAE National hires numbers as guided by the Ministry of Human Resources and Emiratization ('MOHRE') and the Department of Culture & Tourism ('DCT') Abu Dhabi.

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ESSENTIAL FUNCTIONS

\n\nCreate a dynamic, warm, welcome and a friendly atmosphere in the hotel premise. \nMain Focus to create story around the “WB Hotel” to enhance guest experiences.\nEngage with guests by sharing with funny antidotes with excellent communication skills in accordance with the given guidelines.\nBe as a storyteller to interact with guests and have a friendly relationship with the guests and children without intruding the privacy and exceeding the limit. \nAssist and participate promotional events happening within the hotel.\nAssist the guests with any information related to the hotel areas and facilities.\nCommunicate guests’ feedback on the entertainment activities and other related enquiries to the head of department.\nMaintain records of customer feedback and records of action taken to address complaints and negative rating to the Manager on Duty.  \nBe efficient in assisting guests throughout their stay with any requirements.\nAdhere to the Company’s Guiding Vision and Mission. \nAnticipate guest needs planning experiences by knowledge of their profiles and preferences\nPerform his assigned tasks and ensures their timely implementation.\nEnsure attainment of his assigned objectives.\nExercises responsible management and behavior at all times, positively representing the hotel management team and Hilton Worldwide.\nFully embraces and articulates Hilton philosophy and “WB” Hotel brand guidelines and policy.\nKnow on depth the Hotel features, WB manuals and characters.\nTo ensure guest needs and expectations are met by providing an efficient and professional service.\nTo liaise with Engineering to ensure prompt and efficient repair work.\nTo create the right Atmosphere within the team to enhance fun and experiences\nTo conduct regular meetings and briefings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.\nOrganize entertainments in Hotel Lobby, Restaurants and Outdoor areas (e.g., Bingo, Karaoke, Quiz, Group interactions)\nPerform all daytime indoor / outdoor activities in accordance with the agreed schedule.\nMaintain costumes or props and be a great public relations representative.\nEscort guests to their rooms on arrival, explaining all the features and facilities. \nPerform any related duties and special projects as requested by the Front Office Manager, Assistant Front Office Manager, Guest Relation Manager, Chief Concierge, Night Manager and Team Leader\n\n

SUPPORTIVE FUNCTIONS

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In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

\n\nTo ensure that employees provide a friendly, courteous, and professional service to guests at all times.\nTo assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, training and development.\nEnsures that both he and his employees report for duty punctually, maintaining a high standard of personal grooming, wearing the correct uniform and nametag at all times.\nSupporting FO operation team to obtain high score on social platforms.\nEnhance the arrival experience with creative engaging.\nTo conduct training courses for new Team Members and regular “Refresher” courses for newly hired and existing employees.\n

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

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The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

\n\n\n\tAbility to build good rapport and relationship with all levels including team member, management. \n\tExcellent organizational skills and a hospitality attitude.\n\tAbility to communicate well in English, including written and verbal communication. \n\tAbility to come up with creative ideas for guest activities/events and improve the way of doing. \n\tAbility to balance a fast-paces, constantly changing workload; highly organized (prioritized, delegates and follows up on tasks)\n\tResilient to set-backs and a demanding personal schedule.\n\tAbility to deliver and facilitate presentations and orientations to our guests.\n\n\n

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