Guest Relations Supervisor

About the role

The Ritz-Carlton Abama Resort is seeking a Guest Relations Supervisor to lead its Guest Relations team in delivering the brand’s Gold Standards. This hands‑on leader will ensure every guest interaction is personalized, memorable, and aligned with the luxury experience the resort is known for.

Key responsibilities

• Supervise daily operations of the Guest Relations department, guaranteeing an exceptional guest experience throughout the stay.
• Lead, coach, motivate and develop team members, fostering a culture of excellence and continuous improvement.
• Implement and uphold all Guest Relations procedures, service standards, and The Ritz‑Carlton Gold Standards.
• Oversee VIP, repeat, long‑stay and special‑occasion guest experiences, ensuring personalized service and memorable moments.
• Handle complex guest concerns and service‑recovery situations with professionalism and empathy.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, Security and other departments to ensure seamless service delivery.
• Maintain and review guest profiles, preferences and special requests to provide highly personalized service.
• Coordinate welcome amenities, personalized touches and special experiences for guests.
• Monitor guest feedback, satisfaction scores and service quality indicators, identifying improvement opportunities and implementing action plans.

Required profile

• Passionate about leading teams and creating unforgettable guest experiences.
• Hands‑on leader with a strong background in luxury hospitality.
• Excellent communication, empathy and decision‑making abilities.
• Ability to work collaboratively across multiple hotel departments.
• Commitment to upholding The Ritz‑Carlton Gold Standards.

Required skills