Guest Relations Manager

Job Number ‎23065731
Job Category Rooms & Guest Services Operations
Location The St. Regis Abu Dhabi, Nation Tower, Corniche, Abu Dhabi,
United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Start Your Journey With Us*
From the very first opening of the St. Regis New York, St. Regis has stood as
a symbol of uncompromising elegance and bespoke service. As the original house
of luxury, St. Regis continues to redefine modern luxury through great
service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with
more than a hundred years of bespoke St. Regis tradition.
Crafted for modern connoisseurs who desire exceptional experiences, The St.
Regis Abu Dhabi is the social epicenter for royalty, the discerning traveler
and luminaries in the art of living. The hotel comprises of ‎283 fabulously
appointed guest rooms including ‎55 suites, most of which have incredible views
of both the Arabian Gulf and the city of Abu Dhabi, along with the
breathtaking one of a kind Bridge suite between the two Nation Towers.
The St. Regis is a part of the Marriott International, a constant growing and
a leading global hospitality company, having the vision to be the World's
Favorite Travel Company, with more than ‎7,000 properties in ‎131 countries and
territories. The core of the hotel are our staff whom we address as "Hosts" as
they are the ultimate luxury ambassadors of our hotel, striving to provide
exquisite stay to our guests and memorable experiences each day. Pursue your
passion for a dynamic career and grow your expertise at the best address! We
invite you to explore your career at The Abu Dhabi's finest urban resort, The
St. Regis Abu Dhabi.
Job Requirement:
The Guest Relations Manager is primarily responsible in effectively managing
the operation of the Guest Relations Department in order to ensure total guest
satisfaction. Oversees all aspects of colleague's performances to ensure that
high quality of engaged service are always maintained. Effectively work with
other departments to ensure coordination through proper flow of communication,
to achieve an impeccable result.
The ideal candidate will be responsible for:
* Maintain and demonstrates departmental standards in accordance with St. Regis Hotels & Resorts.
* Provides a warm welcome and assist guests.
* Will provide impeccable service by proactively seeking out guests to troubleshoot problems before they occur.
* Conduct staff performance review and follow up in a timely manner. Manage trainees and staff development and goals setting through motivation training and coaching.
* Directs, coaches, supports, supervises and evaluates the performance of all Guest Relations. Be able to deal effectively with staff related issues.
* Must work closely with Reservations, Concierge, Front Desk, Butler and Housekeeping staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests.
* Work with and implement the hotel amenities program & special services for VIP, Marriott Bonvoy Elite Members, Long Stay, Honeymooners/ Anniversary & Return Guest.
* Provide consistent highly personalized concierge services to our guests and effectively managing the operation of the Guest Relations Department in order to ensure total guest satisfaction.
* Communicate with the Security and Concierge the estimated arrival times for the Top VIP guests in case they are needed to hold the elevators and have the main entrance clear
* Handles guest problems or complaints and follow up on guest complains.
* Communicate closely with the Executive Office and Department Heads to ensure follow-up on VIP's, Marriott Bonvoy Elite Members and long stay guest.
* Review daily arrivals to ensure proper handling of VIP, Marriott Bonvoy Elite Members and return Guests, and to escort V.I.P.'s, guest arriving in Hotel Limousine, disabled guest and return guests to their rooms.
* Must be able to check-in & check-out guest ensuring all transactions are completed in accordance to Hotel Standards.
* Assist other departments as required in resolving problems. Handle guest problems and complaints, keeping the Director of Guest Services well-informed as to problems and action taken.
* Other related Guest Relations functions.
QUALIFICATIONS STANDARDS
Experience:*
* Must have at least ‎2 years' experience in the luxury hospitality industry. More experience preferred.
Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

The St. Regis brand first established luxury hospitality more than ‎110 years
ago, with the opening of the St. Regis New York. From the moment John Jacob
Astor IV opened the doors of his Beaux-Arts masterpiece on New York 's Fifth
Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke
service. Today, with more than ‎40 of the best addresses around the world, St.
Regis is a place where trends are born, boundaries are broken and guests can
simply live exquisite. We invite you to explore careers at St. Regis.