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 suitesAward-winning dining experiencesA private beach and stunning infinity poolWorld-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.

Job Description

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 proceduresDevelop and implement strategies to enhance guest satisfaction and loyalty, including personalised services and recognition programmesAnticipate guest needs, handle enquiries, and manage complex issues to ensure positive resolutions and exceed guest expectationsCollaborate with other departments, including housekeeping, food and beverage, and concierge, to ensure seamless guest experiences throughout their stayOversee VIP arrangements, including pre-arrival preparations, welcome amenities, and special requests, ensuring a luxurious and memorable experienceMonitor and analyse guest feedback through various channels, implementing improvements and training team members on best practicesMaintain accurate guest records and reports using front office systems, and contribute to continuous improvement initiativesManage guest complaints and service recovery efforts, ensuring prompt and satisfactory resolutionsCoordinate with the reservations team to manage room allocations, upgrades, and special requests

QualificationsBachelor'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 roleProven track record of delivering exceptional customer service in a luxury hospitality environmentStrong leadership, team management, and organisational skillsExcellent communication and interpersonal skills, with advanced problem-solving abilitiesProficiency in English; additional languages are advantageousOpera experience