Assistant Manager Guest Relations

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

Job Description

• Assist in managing the daily operations of the Guest Relations team.
• Greet and engage VIPs, long-stay guests, and repeat visitors to ensure a personalized experience.
• Handle guest feedback and complaints efficiently, ensuring prompt resolution and follow-up.
• Support in coordinating special requests, amenities, and celebrations (e.g., birthdays, anniversaries).
• Collaborate with Front Office, Housekeeping, F&B, and other departments to enhance guest satisfaction.
• Ensure accurate guest profile updates and usage of guest preference data.
• Monitor guest satisfaction scores and implement improvement strategies.
• Coach and mentor Guest Relations team and other Front Office staff on service standards and guest engagement.
• Maintain a strong presence in the lobby and other guest areas.
• Uphold brand standards and ensure consistent delivery of service excellence.
  
  

Qualifications

• Minimum 2-3 years of experience in a guest-facing role, preferably in luxury hospitality.
• Excellent communication and interpersonal skills.
• Problem-solving mindset with a focus on guest satisfaction.
• Proficient in hotel management systems (e.g., Opera, PMS).
• Fluency in English; additional languages are a plus.
• Flexibility to work varied shifts, weekends, and holidays.