Guest Relations Supervisor

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position:          Guest Relations Supervisor

Department:      Rooms Division / Front Office

Reports to:         Head of Guest Relations / Assistant Head of Guest Relations _______________________________________________________________

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Deliver the highest level of personalized service, ensuring every guest experiences intuitive, discreet, and heartfelt hospitality from arrival to departure.
• Personally welcome and recognize all VIP guests upon arrival, ensuring seamless check-in and an exceptional, memorable experience.
• Conduct regular presence across all hotel points of sale to engage with guests, strengthen relationships, and uphold the Raffles service philosophy.
• Ensure members, repeat guests, and VIPs receive full entitlements, thoughtful recognition, and tailored attention, in close coordination with the Butlers and operational teams.
• Handle guest feedback and concerns with professionalism and discretion, ensuring timely resolution, proper escalation when required, and accurate documentation in the system (Alice).
• Anticipate guest needs and coordinate special requests with relevant departments to create bespoke experiences that exceed expectations.
• Review daily VIP arrival reports to ensure room assignments, personalized amenities, and special preferences are accurately prepared and communicated.
• Prepare comprehensive biweekly VIP arrival reports, detailing guest preferences, special notes, and service highlights.
• Maintain and continuously update the guest history system (ACDC) to ensure accurate profiling and personalized recognition.
• Coordinate with Operations to ensure timely preparation of welcome amenities and personalized cards, including bespoke arrangements for suites and executive villas.
• Prepare and follow up on departmental requisitions to ensure operational excellence and uninterrupted service delivery.
• Promoting hotel services and in-house facilities, while ensuring consistent communication with team members regarding opportunities and guest preferences.
• Review concierge postings daily to ensure accuracy, accountability, and operational alignment.
• Make sure the concierge SOP are met
• Liaise with external partners and third-party providers regarding financial matters, ensuring transparency, accurate billing, and effective cost control.
• Make sure that the daily transfer file is updated and all the charges are posted accordingly 
• Monitor all rebate forms, ensuring proper justification and documentation, including system records (Alice) for guest-related matters.
• Uphold the highest standards of Occupational Health & Safety (OH&S) compliance at all times.
• Perform additional responsibilities and special projects assigned by management in support of operational excellence and the Raffles brand promise.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• At a minimum language skills, fluent in one other language than English, ideally: Russian or German
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

EXPERIENCE

• Minimum 2 years international Guest Relations experience preferably in a four or five star hotel

Qualifications

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

Additional Information