Guest Relations Supervisor

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe are seeking an experienced and customer-focused Guest Relations Supervisor to join our dynamic hospitality team in Cairo, Egypt. In this pivotal role, you will oversee all aspects of guest relations operations, ensuring that every guest receives exceptional, personalized service that exceeds expectations. You will lead a team dedicated to creating memorable experiences while maintaining the highest standards of professionalism and discretion. This position offers the opportunity to make a meaningful impact on guest satisfaction and contribute to the success of our organization through collaborative leadership and innovative service delivery.Welcome and personally recognize VIP guests upon arrival, ensuring seamless check-in and an exceptional first impression that sets the tone for their entire stayConduct regular presence across all hotel points of sale to engage with guests, strengthen relationships, and reinforce our commitment to exceptional hospitalityManage guest feedback and concerns with professionalism and empathy, ensuring timely resolution, appropriate escalation when necessary, and accurate documentation in hotel management systemsAnticipate guest needs and coordinate special requests with relevant departments to create bespoke experiences that consistently exceed expectationsReview daily VIP arrival reports and guest profiles to ensure room assignments, personalized amenities, and special preferences are accurately prepared and communicated to all relevant teamsMaintain and continuously update guest history systems to ensure accurate profiling, personalized recognition, and seamless service delivery across all touchpointsCoordinate with operations teams to ensure timely preparation of welcome amenities, personalized cards, and bespoke arrangements for suites and executive accommodationsPrepare comprehensive reports on VIP arrivals and guest preferences, providing actionable insights to enhance service delivery and guest satisfactionLiaise with external partners and third-party providers regarding service arrangements, ensuring transparency, accurate billing, and effective cost managementMonitor and process rebate forms and transfer documentation, ensuring proper justification, accurate system records, and financial accountabilityPromote hotel services and in-house facilities through consistent communication with team members, identifying opportunities to enhance guest experiencesLead and mentor guest relations team members, fostering a collaborative, inclusive, and supportive work environment that encourages professional growthUphold the highest standards of occupational health and safety compliance at all timesPerform additional responsibilities and special projects assigned by management to support operational excellence and organizational goalsQualificationsRequired Qualifications:Degree from a School for Tourism & Hotel Management or equivalent hospitality educationMinimum 2 years of international guest relations experience, preferably in a five-star hotel environmentFluency in English (written and verbal) with strong communication skillsDemonstrated expertise in VIP guest management and luxury hospitality service standardsProficiency with hotel management systemsStrong leadership and team supervision capabilities with the ability to motivate and develop team membersExcellent organizational and time management skills with meticulous attention to detailAbility to work effectively in multicultural teams and foster an inclusive work environmentStrong problem-solving and conflict resolution abilities with the capacity to remain calm under pressureProven ability to develop rapport with colleagues, management, and guests at all levelsAdditional InformationOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.