Guest Relations Supervisor

4 days ago

Muscat, Muscat, Oman Shangri-La Group Full time

Shangri-La Barr Al Jissah Muscat Muscat, Sultanate of Oman

Nestled in between the dramatic backdrop of rugged mountains and the pristine waters of the Sea of Oman, Shangri-La's Barr Al Jissah Resort and Spa is set on 124 acres of stunning scenery and home to three spectacular hotels: the family orientated Al Waha comprises 262 rooms, the diverse Al Bandar comprises 198 deluxe rooms and the luxurious and most exclusive Al Husn has 180 elegantly appointed guestrooms and suites. The resort also features 22 Food and Beverage outlets, 1,056 sqm ballroom with 8 breakout rooms, wide variety of recreational facilities, and a spa with 12 treatment villas.

As a Guest Relations Supervisor at Shangri-La Muscat, you will play a key role in creating exceptional guest experiences from arrival to departure. You will supervise the Guest Relations team, ensure consistent service excellence, and act as a central point of contact for guests throughout their stay. This role requires a proactive, guest-focused approach with strong leadership and organizational skills.

We Expect You To

  • Oversee the daily activities of the guest relations team, ensuring smooth and professional service delivery in line with Shangri-La standards.
  • Personally welcome VIPs and long-stay guests. Monitor guest satisfaction throughout their stay and ensure personalized, thoughtful service.
  • Handle guest feedback and resolve issues effectively and empathetically, ensuring positive outcomes and follow-up.
  • Collaborate with Front Office, Housekeeping, Food & Beverage, and other departments to ensure guest preferences and special requests are honored.
  • Maintain accurate guest records, preferences, and feedback in the property management system. Utilize data to enhance future stays.
  • Uphold and communicate Shangri-La's core values, delivering experiences that reflect the resort's luxury positioning.

We Expect You To Have
  • Strong leadership and communication skills.
  • A proactive, problem-solving mindset with the ability to handle guest feedback effectively.
  • Strong organizational skills, with the ability to multitask and prioritize.
  • A natural ability to connect with guests and ensure their needs are exceeded.
  • Flexibility to work on weekends, holidays, and shifts as required.
  • Fluency in Russian is an advantage.
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