Guest Relations Supervisor

As an ambassador of elegance and the art of hospitality, the Guest Relations Supervisor will be the operational right-hand person to the Guest Relations Manager. During the pre-opening phase, they will orchestrate the implementation of Sofitel's luxury standards, ensuring the creation of refined guest journeys. From the opening onward, they will lead and supervise the on-site team on a daily basis. Their ultimate goal is to instill a "tailor-made" culture into every interaction, transforming the stay of our guests and VIPs into a memorable, seamless, and highly personalized experience. Main Responsibilities: Actively participate in the development of Sofitel's luxury standards and the drafting of SOPs (local procedures), incorporating a cultural touch. Contribute to the configuration of the PMS (Opera) to optimize the capture of guest preferences and the management of prestige amenity codes. Oversee the integration, coaching, and practical training of Guest Relations Agents (posture, luxury etiquette, brand welcome rituals). Embody and promote the Heartist culture on the ground by mentoring the team (daily briefings, monitoring of excellence in posture and grooming). Meticulously supervise the allocation of VIP rooms and coordinate with the Housekeeping and Food & Beverage departments to implement unique and high-end personalized experiences. Maintain a charismatic and consistent presence in the lobby, personally welcome high-value guests, and defuse complex situations with impeccable diplomacy and refinement.

Desired Candidate Profile

Minimum 2-3 years' experience in Senior Guest Relations or Reception Supervisor roles within a 5-star establishment or international luxury hotel. Pre-opening experience is a valuable asset. Fluency in English, French, and Arabic, both spoken and written. Excellent general knowledge and proficiency in Opera PMS software. Inspiring leadership, attention to detail, and natural elegance. You possess the sensitivity inherent to luxury that allows you to anticipate the unspoken desires of the most discerning clients.