Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Guest Relations Supervisor to join our Guest Relations Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.

About the job

Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Guest Relations Department, the Guest Relations Supervisor is responsible for supervision of the Guest Relations Officers and Boutique Sales Agent, ensuring daily tasks are complete to achieve guest satisfaction. The Guest Relations Supervisor reports to the Assistant Guest Relations Manager.

As a Guest Relations Supervisor, you will be responsible for the following duties:

• Oversees and manages shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
• Supervises, trains and audits Guest Relations Officers / Boutique Sales Agents.
• Identifies learning and development needs for all Guest Relations Officers and share those with the Assistant Guest Relations Manager.
• Develops new ideas for cost effective guest amenities.
• Updates accurate guest preferences, feedback and other relevant details in Opera.
• Selects MOWOW guest on a daily basis and completes the necessary arrangements for an enhanced stay.
• Works closely with the Front Office, Housekeeping, Butler Services, Kitchens, Concierge, Executive Office, and F&B department.
• Maintains all quality standards and procedures from guest’s in-house stay to guest’s departure.
• Ensures customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
• Assists the Front Office during need periods.
• Maximizes rooms revenue by upselling guests upon arrival.
• Provides quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience.
• Supervises the daily operation of the Emirates Palace Boutique.
• Performs any other reasonable duties as required by the Rooms Division Manager or Guest Relations Manager and Front Office Manager.

As a Guest Relations Supervisor, we expect from you: 

• Previous experience in the same role in luxury property, resort experience is a plus
• Intermediate, Equivalent or Diploma in hospitality
• Excellent interpersonal and communication skills
• Driven, dynamic and energetic
• English – written and verbal, additional language will be an advantage

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We’re Fans. Are you?