Our client, one of the world’s leading sports resorts, is looking for a Guest Relations Specialist (Hospitality) to join their team based in Abu Dhabi, UAE.The Guest Relations Specialist is the Supervisor for all Guests Relations Representatives. Having a flair for communication, with the ability to resolve issues in a timely and accurate manner, providing excellent and exceptional service, attempt for 100% customer satisfaction, exudes a warm and welcoming reception, ensuring that our guests have an exceptional guest experience, pleasant and comfortable visit in the resort. Ultimately, this role will manage guest services and our company’s image by answering guests’ requests and making sure our guests are satisfied.Duties & Responsibilities In charge in making sure that the front-desk staff, including Receptionist, and Guests Relations Representatives are offering stellar customer service and provide memorable hospitality experiences for our guests, ensuring we comply with all standards and operating procedures Manage guest services staffing and supervision, including scheduling, training, performance management, coaching, and discipline as needed, promotional recommendations, etc. Conduct and attend effective shift briefings to ensure resort activities and operational requirements are well planned & executed. To evaluate constantly the staffing guide and plans the staff requirements to suit the operational requirements Responsible for effective communication of VIP Amenities with Housekeeping, F & B, Concierge, Front Office, Reservations and Sales Is the key person to meet and greet VIP guests upon arrival and departure, main contact for top VIP guests Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction Liaison with VIP guests for private business meetings, social events, gatherings, etc. Pre-arrival communication, arrival experience, check in procedure, billing and check out procedures Analyze and record all guests’ feedback & surveys and continuously drive for improvement Monitor in house guests’ satisfaction and manage guests’ complaints; handle guest complaints and follow up & update Guest on corrective actions undertaken. Requirements· Bachelor’s degree in Hospitality/Hotel Management or a related field or equivalent commercial experience Minimum 10 years’ experience in hospitality and / or sports facilities environment Experience in an integrated Private or Semi-Private Resort and Country Club or Sports Club with both Membership and Public access in a senior role Minimum 5 years’ UAE experience in Hospitality, gained in a managerial role, with a proven track record in hotel related industries is preferred Excellent leadership skills with experience of driving performance in teams Ability to provide honest feedback and constructive criticism to the team Commercial awareness, must have a strong understanding of Key Performance Indicators and how it pertains to the success of guest relations activities Analytical Skills, Problem Solving Skills, Excellent Communication Skills Agile and adaptable - able to thrive in rapidly growing business Provide quantitative and qualitative reports using data from guests feedback and surveys. Applicants residing within the UAE will be given preference . To view other vacancies we have, please check our website (www.blackpearlconsult.com) and follow us on our social media accounts - LinkedIn / Facebook / Twitter / InstagramDisclaimer: Black Pearl will never ask for money or any form of charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such a request from any members of our staff or other individuals claiming to be part of Black Pearl, please do call our office at +9712 622 55 03 or drop us a message on our website - www.blackpearlconsult.com.