We are seeking an enthusiastic and detail-oriented Guest Relations Supervisor to join our hospitality team in Baghdad, Iraq. In this pivotal role, you will serve as the primary liaison between our guests and hotel departments, ensuring exceptional service delivery and guest satisfaction. As a Guest Relations Supervisor, you will lead guest interactions with professionalism and empathy, while supervising and mentoring team members to maintain our commitment to outstanding hospitality standards. Your collaborative approach, customer-focused mindset, and cultural awareness will be instrumental in creating memorable experiences for our guests and fostering a positive, inclusive hotel environment.

Conduct pre-arrival, mid-stay, and post-stay communications with guests to proactively identify and address their needs and expectations

Supervise and mentor guest relations staff, providing guidance on guest interaction protocols and service excellence standards

Compile and distribute comprehensive lists of anticipated guest services and amenities to relevant departments, ensuring seamless coordination

Contact appropriate departments (Bell Services, Front Desk, Housekeeping, Engineering, Security) to resolve guest requests, concerns, or problems efficiently

Prioritize and resolve outstanding guest requests or issues from previous days, ensuring timely follow-up and satisfaction

Listen attentively to guest feedback and complaints, demonstrating empathy while implementing effective solutions

Conduct regular guest contact rounds throughout the day to assess satisfaction levels and identify potential concerns or suggestions

Document all guest comments, requests, suggestions, and complaints, analyzing patterns to improve service delivery

Administer and analyze guest satisfaction questionnaires, translating results and distributing findings to department managers

Identify and coordinate special occasions (birthdays, anniversaries, etc.) with relevant departments, ensuring memorable celebrations

Maintain transparent communication and information flow across all departments to support operational excellence

Follow VIP procedures and protocols, extending personalized greetings and farewells to distinguished guests

Conduct facility tours for agency representatives and prospective guests, showcasing amenities and services

Prepare and distribute written materials regarding guest activities and events, ensuring comprehensive communication

Monitor overall guest satisfaction during activities and public areas, reporting observations to management

Manage lost and found operations, ensuring prompt return of items to guests or appropriate mail delivery

Respond professionally to guest inquiry forms and written feedback, addressing concerns with transparency and care

Provide guidance and support for guest health concerns, coordinating medical assistance when necessary

Demonstrate cultural sensitivity and awareness in all guest interactions, respecting local customs and traditions

Participate in environmental sustainability initiatives and promote resource conservation practices

Implement quality management system responsibilities and contribute to continuous improvement efforts

Execute additional duties as assigned by management to support organizational goals

Desired Candidate Profile

Minimum 4 years of progressive experience in the hospitality industry, with at least 2 years in a supervisory or leadership capacity

Demonstrated experience in guest relations, customer service, or front office operations

Proven track record of managing guest complaints and resolving conflicts effectively

Experience working in diverse, multicultural environments