Guest Relation Supervisor

About The First Collection:
The First Collection represents a new era of urban lifestyle resorts, delivering a unique blend of hospitality across Dubai’s vibrant landscape. Known for merging modern sophistication with authentic Dubai charm, The First Collection is where exceptional service meets innovative design. Each hotel in the portfolio offers bespoke experiences, including exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah for both dining and beachside relaxation, as well as serene city escapes that reflect Dubai’s dynamic energy. As part of The First Group, a leader in award-winning hospitality and real estate developers in Dubai, The First Collection is more than a hotel brand—it’s an immersive journey into the heart of Dubai.

About The First Collection at Jumeirah Village Circle:
Located in the welcoming community of Jumeirah Village Circle, The First Collection at Jumeirah Village Circle, part of the Tribute Portfolio, is a stylish urban retreat with 491 rooms, providing a gateway to Dubai’s attractions. Guests can experience top amenities, from the award-winning Risen Café & Artisanal Bakery to an outdoor pool, gym, and spa. Exclusive access to Soluna Restaurants & Beach Club on the Palm Jumeirah for both dining and beach club experiences enhances each stay, creating an unforgettable experience.

About The First Group Hospitality

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market.

For more information, visit tfghospitality.com

Job Summary:

The primary responsibility of this role is to align to the Front Office Department policies and procedures to deliver exceptional service behavior and create the right environment which our colleagues can experience that will help them to be responsive, respectful, deliver great guest experience and build customer service culture.

A Guest Relations Supervisor is responsible for guests satisfaction throughout their stay at the hotel by ensuring that enquiries receive responses and advice, and information is delivered when requested.

KEY RESPONSIBILITES

• Ensure exceptional personalized service to hotel guests
• Ensure brand standards, policies and procedures are adhered to all times
• Respond to guest enquiries with courtesy, knowledge and confidence
• Ensure requests made prior to guest arrivals are communicated to relevant departments
• Inspects VIP rooms prior to arrival, greet and escort guests personally on arrival/ bidding farewell in accordance with TFC standards
• Ensure for all VIP guest arrival and departure are checked daily and act according to the preparation needed (amenities, transfer, etc.)
• Deliver the highest quality and brand service standards to consistently meet and exceed executive guest and FCP expectations
• Make courtesy calls to ensure guests satisfaction after arrival and create reports on the feedback
• Handle enquiries and complaints, promptly and efficiently
• Seeks, listens, and responds to guest feedback
• Assist hotel guests with all inquiries related to room set up arrangements
• Manage all communication with VIP guests and ensure satisfaction at time of check out and monitor all packages and taxes and divert same to guest room
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
• Ensure the team projects a professional manner with an emphasis on hospitality and guest service
• Proficiency in using computer software to monitor inventory and perform other record keeping tasks
• Ensure that VIP guest supplies and amenities are offered and replenished to the required standards
• Review personalized amenities for each guest based on the data that we have for each guest
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed

• At least 2 years’ experience as Guest Relation Supervisor in 4/5* property with 300+ inventory
• Front Office computer literacy (e.g., OPERA, VICAS etc.)
• Excellent communications skills with Proficiency in speaking and writing Business English
• Required language(s): fluent English, with preferred fluent French, Arabic, or Russian
• Team player with excellent planning and organizing skills
• Able to work flexible working hours with rotating shifts
• Pleasant personality with good problem-solving skills