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Guest Relations Supervisor

4 months ago

Miami, Florida, United States Hyatt Full time

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. Dream South Beach is in search of a passionate and motivated Guest Relations Supervisor to join our team

The Guest Relations Supervisor will assist with providing personalized, courteous, professional, efficient and flexible service at all times, following Dream South Beach Standards of Performance. Working closely with all departments, the Guest Relations Supervisor will drive delivering exceptional service for our Members and Guests.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

The Guest Relations Supervisor will be responsible for the following:


To extend outreach to pre-arriving guests to create engagement before arrival and action special requests.

To respond to online reviews from Expedia, Trip Advisor, etc. and action as necessary.

To ensure that Guests' profile notes comments and preferences are updated and actioned.

To handle and follow up on all VIP complaints.

To assist with Front Desk and MOD coverage when needed.

To liaise with all departments related to the Guest Relations daily operation.

To have a thorough understanding and knowledge of all Rooms related service and product and upsell opportunities.

To handle VIPs and guest inquiries in a courteous and efficient manner and report guest complaints or problems.

To establish a rapport with all guests by maintaining good relationship.

To provide supervision of the Concierge team.

To monitor all arriving VIPs through guest arrival list ensuring that all rates and credit requirements are followed up.

To undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.

To identify and correct any errors on the guest profiles or with the reservation.

To carry out any other reasonable duties and responsibilities as assigned.

To ensure that every staff member provides a courteous and professional service at all times.

To share knowledge and skills with other colleagues.

To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate Housekeeping and Engineering)

To maintain a good rapport and working relationship with staff in the workplace and all other departments.

To liaise with housekeeping and all other VIP Team operations-related departments.

To undertake any reasonable tasks and secondary duties.

To respond to any changes in the Front Office Department as dictated by the hotel.

To project at all times a positive and motivated attitude and exercise self-control.

To attend all meetings as required by the manager.