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