Team Leader - Guest Relations; UAE National

Team Leader - Guest Relations (UAE National) (21291)

A part of Kerzner International, a global leader in luxury hospitality,Atlantis The Royal is the most ultra-luxury experiential resort in the world.

Crafted by the world’s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.

As a Team Leader in Guest Relations, you will be responsible for delivering exceptional, personalized service to long-stay guests, repeat visitors, and VIPs staying in standard rooms. This role focuses on building strong relationships, anticipating guest needs, and ensuring a seamless and memorable stay. The Team Leader will collaborate with various departments to execute special requests, maintain guest satisfaction, and drive loyalty.

This position requires a proactive, detail-oriented individual with strong leadership and interpersonal skills.

• Guest Relationship Management:
  • Build and maintain strong relationships with long-stay guests, repeat visitors, and VIPs staying in standard rooms.
  • Anticipate and fulfil guest preferences, ensuring a personalized and memorable experience.
  • Act as the primary point of contact for these guests, addressing their needs and concerns promptly and professionally.
• Pre-Arrival and Arrival Coordination:
  • Handle pre-arrival communication, including emails and special requests, ensuring all arrangements are in place prior to guest arrival.
  • Conduct room inspections for VIPs and ensure all preferences, special occasions, and welcome amenities are prepared according to company standards.
  • Research guest information (e.g., via Google) to update profiles and inform relevant departments about special requests or preferences.
• In-Stay
  
  Experience:
  
  
  • Monitor guest satisfaction during their stay, proactively addressing any issues and ensuring a high level of service.
  • Perform daily rounds (e.g., breakfast, lunch, dinner) to gather guest feedback and act upon it accordingly.
  • Oversee the in-house birthday report and ensure special attention is given to guests celebrating milestones.
  • Coordinate with other departments to ensure seamless execution of guest requests and preferences.
• Post-Stay Engagement:
  • Conduct departure calls to gather feedback, upsell hotel services (e.g., transportation, late check-outs), and encourage repeat visits.
  • Drive guest reviews on platforms like Trip Advisor and Review Pro, ensuring positive feedback and addressing any concerns.
• Administrative and Operational Tasks:
  • Maintain accurate guest profiles and preferences in Opera, Hotlynk, Sevenrooms & Hotsos systems.
  • Ensure all special arrangements and requests are documented and communicated effectively to relevant departments.
  • Assist the Front Office team during peak hours, including rooming guests and handling check-in/out processes when necessary.
• Leadership and Team
  
  Collaboration:
  
  
  • Lead by example, demonstrating Forbes Travel Guide standards and ensuring service excellence.
  • Provide coaching and guidance to team members, fostering a culture of continuous improvement and exceptional service.
  • Collaborate with other departments to ensure a cohesive guest experience.

We are looking for candidates with at least 1…