Guest Relations Supervisor

About the role

Supervising the Guest Relations Section and delivering the highest professional services in line with Kempinski’s policies, procedures and service standards. The role acts as the hotel management representative, handling all guest relation matters to ensure guest satisfaction.

Key responsibilities

• Communicate hotel and company philosophy and represent the hotel internally.
• Maintain in‑depth knowledge of the hotel, city layout, VIP guests, hotel functions and special events.
• Collect daily feedback on VIPs from sources such as Google and Opera PMS, distribute information to relevant departments and update guest profiles.
• Welcome, facilitate and bid farewell to guests, ensuring top VIPs are personally greeted, escorted to rooms and seen off at departure.
• Coordinate with Guest Relations Manager and Front Office Manager to prepare tailor‑made itineraries for top VIPs and arrange greetings and departures.
• Enter comprehensive guest stay information into the guest history and provide visitors with general information, internal promotions and directions.
• Handle guest complaints and requests politely and efficiently, directing staff as needed and maintaining records of all issues.
• Walk throughout the hotel to recognize and appropriately engage with guests, and participate in daily briefings.
• Report and rectify any potential or existing hazards immediately.
• Provide guests with information about hotel services and internal promotions.