Assistant Manager Guest Relations
Fairmont Hotels & Resorts
Date: 8 hours ago
City: Abu Dhabi
Contract type: Full time
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
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.
- 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.
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