Guest Relations Supervisor

Job Description

You are part of the story behind every memorable guest experience. At MGallery, each property offers a unique sense of place, and as a Guest Relations Supervisor, you create meaningful connections and ensure every guest feels welcomed, valued, and genuinely cared for. Through thoughtful attention, personalized service, and strong leadership, you inspire your team to anticipate guest needs, exceed expectations, and transform every interaction into a memorable experience.

What’s in it for you:

• Employee benefit card offering discounted rates in Accor worldwide.

• Learning programs through our Academies.

• Opportunity to develop your talent and grow within your property and across the world.

• Ability to make a difference through our Corporate Social Responsibility activities.

What you will be doing:

• Supervise and support the daily operations of the Guest Relations team, ensuring personalized and exceptional guest experiences.

• Welcome guests with warmth and genuine hospitality, creating memorable first impressions.

• Bring the hotel's unique story, character, and local identity to life through meaningful guest interactions.

• Anticipate guest preferences and create personalized experiences that exceed expectations.

• Ensure VIP guests, repeat guests, and special occasions receive thoughtful recognition and attention.

• Handle guest feedback, complaints, and special requests with empathy, professionalism, and care.

• Conduct regular guest engagement and follow up to ensure satisfaction throughout their stay.

• Coordinate with Front Office and other departments to ensure seamless and memorable guest journeys.

• Monitor guest satisfaction, online reviews, and feedback, identifying opportunities to enhance service quality.

• Maintain accurate guest profiles, preferences, and special requests to support personalized service.

• Coach, guide, and motivate the Guest Relations team to deliver heartfelt and consistent service.

• Ensure compliance with MGallery brand standards, service procedures, and quality expectations.

• Promote hotel facilities, signature experiences, and local attractions to enhance the guest experience.

• Support the development of creative guest engagement initiatives that reflect the hotel's unique identity.

• Embody the MGallery spirit through genuine care, attention to detail, refined service, and meaningful connections.

Qualifications

Your experience and skills include:

• Previous experience in Guest Relations or Front Office within a hotel environment; luxury or boutique hotel experience is an advantage.

• Previous supervisory experience with the ability to guide and motivate a team.

• Fluency in Arabic and English is essential, with the ability to communicate confidently with Arabic-speaking guests.

• Strong understanding of luxury hospitality and personalized guest service.

• Excellent communication, interpersonal, and relationship-building skills.

• A warm, engaging, and professional personality with a genuine passion for hospitality.

• Ability to anticipate guest needs and create memorable, personalized experiences.

• Confidence in handling guest concerns with empathy, discretion, and effective decision-making.

• Strong leadership skills with the ability to coach and develop Heartists.

• Good knowledge of hotel operations and interdepartmental coordination.

• Strong organizational skills and attention to detail.

• Ability to connect the hotel's unique identity and local culture with the guest experience.

• Proficiency in hotel systems and Microsoft Office applications.

• Ability to work independently and as part of a team.

• Flexible and willing to work shifts, weekends, and public holidays as required.

• Professional grooming and a positive attitude at all times.

Additional Information

Your team and working environment:

We are Dream Makers and committed to creating memorable moments for our guests and colleagues inspired by the authentic Qatari warmth and essence of generosity.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Alwadi Hotel Doha is the first MGallery boutique hotel located within Msheireb Downtown Doha, vibrant new retail, commercial and residential development in the heart of Qatar’s capital, offering 213 luxurious rooms and suites with desirable amenities, a spectacular ballroom, and five class meeting rooms, with variety of restaurants and an exclusive spa and swimming pool. Ideal for business or leisure and is just 15 minutes’ drive from Hamad International Airport and 10 minutes from West Bay.