Guest Relations Supervisor (Luxury Hotel)

About the role

The Guest Relations Supervisor leads the Guest Relations team within the Rooms Division, ensuring every guest receives intuitive, discreet, and heartfelt hospitality from arrival to departure. This role is pivotal in delivering personalized service to VIPs, repeat guests, and members, reinforcing the iconic Raffles service philosophy.

Key responsibilities

• Welcome and recognize all VIP guests, ensuring seamless check‑in and memorable experiences.
• Maintain a regular presence across all hotel points of sale to engage with guests and strengthen relationships.
• Coordinate with Butlers and operational teams to deliver full entitlements, thoughtful recognition, and tailored attention to members, repeat guests, and VIPs.
• Handle guest feedback and concerns with professionalism, ensuring timely resolution, proper escalation, and accurate documentation in the Alice system.
• Anticipate guest needs, coordinate special requests, and create bespoke experiences with relevant departments.
• Review daily VIP arrival reports and prepare comprehensive bi‑weekly reports detailing preferences, special notes, and service highlights.
• Maintain and continuously update the guest history system (ACDC) for accurate profiling and personalized recognition.
• Coordinate with Operations to prepare welcome amenities, personalized cards, and bespoke arrangements for suites and executive villas.
• Prepare and follow up on departmental requisitions to ensure operational excellence.

Required profile

Required skills

• Alice guest management system
• ACDC guest history system