Assistant Manager Guest Relations

Kerzner International Management; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading luxury hotel company located in Dubai seeks an Assistant Manager for Guest Relations. This role is integral to enhancing the overall guest experience across various touchpoints in the hotel. The ideal candidate will have a Bachelor's degree and at least 2-3 years of relevant experience in guest relations or hospitality management. Strong leadership, exceptional customer service skills, and proficiency in Microsoft Office and property management systems are essential. Join us in delivering unforgettable experiences for our guests.

Qualifications

• Minimum of 2-3 years of experience in guest relations or hospitality management.
• Proven experience in supervising staff.
• Ability to communicate fluently in English, additional languages are an asset.

Responsibilities

• Meet, greet and direct guests in the lobby.
• Serve as main contact for VIP guests.
• Manage and resolve guest complaints promptly.
• Coordinate daily activities with hotel management.

Skills

Leadership abilities

Conflict resolution

Customer service

Communication in English

Education

Bachelor’s degree in Hospitality Management or related field

Tools

Property management systems

Microsoft Office Suite

Job description

Assistant Manager, Guest Relations (19028)

Situated at the heart of Dubai’s world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlooking one of the world’s most iconic horse racing destinations, our hotel offers exceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn.

Job Summary

The Assistant Guest Relations Manager supports the overall guest experience strategy across all touchpoints within the hotel, including front desk, concierge, and in-room services, ensuring that every interaction reflects the high standards of The Meydan Hotel. Reporting to the Front Office Manager, this role works closely with the wider Guest Experience Team to implement service initiatives that enhance the guest journey, promote hotel facilities and services, and ensure seamless operations across all guest-facing areas.

Key Responsibilities

• Meets, greets and directs guests who enter the lobby area
• Serves as the main point of contact for VIP Guests and ensures hotel departments are fully briefed on their requirements
• Seeks verbal feedback from customers on a regular basis and responds to all Guest queries in a timely and efficient manner
• Serves as a point of contact for long‑stay Guests of 7 days or longer – ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manages, records and resolves guest complaints promptly
• Ensures a very high level of customer service is constantly maintained for Reception and Lobby area
• Demonstrates a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up‑selling and promoting when appropriate
• Shows creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the guest
• Maintains staffing levels to meet business demands
• Maintains accurate administrative records of all documents
• Arranges and co‑ordinates daily departmental briefings and chairs the departmental monthly meetings
• Ensures that all departmental / Cross Trainings are recorded as per the required guidelines
• Prepares work schedules for staff to ensure optimum coverage within the department at all times
• Ensures that staff working hours are recorded accurately and in accordance with the hotel policies and procedures; to ensure details of staff vacation, lieu time and worked public holidays are recorded in accordance with hotel policies and procedures
• Assists in the recruitment of staff for the Guest Relation
• Carries out regular appraisals for all Guest Relation staff
• Trains the colleagues to participate in the Guest Relations of the year competition
• Coordinates daily activities with hotel management team daily
• Holds monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture

Skills, Experience & Educational Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred
• Minimum of 2-3 years of experience in guest relations, front office, or hospitality management roles
• Strong leadership abilities and proven experience in supervising staff
• Proficient in property management systems and Microsoft Office Suite
• Excellent conflict resolution and negotiation skills
• Ability to communicate fluently in English; additional languages are an asset
• Demonstrated ability to deliver exceptional customer service in a fast‑paced environment

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open‑hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.