Job Description:
The Customer Relations Supervisor in Umm Salal is responsible for managing the guest service team to ensure exceptional customer experiences in hotels, resorts, or tourism-related businesses. This role involves supervising front-line staff who handle guest inquiries, complaints, and service requests, ensuring timely and professional resolution. The supervisor monitors customer feedback and implements improvements to service protocols.
Key duties include training and mentoring customer service representatives, coordinating with other departments to meet guest needs, and maintaining service standards aligned with company policies. The Customer Relations Supervisor also handles escalated issues, analyzes service performance metrics, and supports marketing efforts through customer engagement initiatives. Strong leadership and communication skills are essential to motivate teams and foster a guest-centric culture.
Job Requirement:
Education: Diploma or degree in Hospitality Management, Business, or related field.
Experience: Minimum 3 years in customer service or guest relations, preferably in hospitality.
Skills:
Excellent interpersonal and conflict resolution skills.
Strong leadership and team-building abilities.
Ability to analyze customer feedback and implement service improvements.
Proficiency in customer service software and communication tools.
Language: Fluent in English; Arabic language skills advantageous.
Other Requirements:
Flexibility to work varied shifts including weekends and holidays.
Customer-focused mindset with cultural sensitivity.
Ability to handle pressure and multi-task effectively.
Knowledge of Qatar’s hospitality standards is a plus.
