Guest Relations Manager

Mandarin Oriental Hotel Group; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading hotel in Dubai seeks a Guest Relations Manager to enhance guest experiences through exceptional service and relationship building. The role requires overseeing guest operations, mentoring staff, and ensuring compliance with hotel standards. Ideal candidates will have substantial luxury hotel experience and strong leadership skills.

Qualifications

• Minimum 3 years in luxury hotel environment.
• At least 2 years in Front Office or Guest Relations roles.

Responsibilities

• Oversee guest relations operations including VIP check-ins/outs.
• Anticipate guest needs and provide personalized recommendations.
• Lead and mentor the Guest Relations team.

Skills

Leadership

Communication

Organisational Skills

Tools

Hotel Management Systems

PSMS

Job description

Based at the Mandarin Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest Relations Manager is responsible to serve as the liaison between the hotel and its guests, ensuring every guest experience exceeds expectations from greeting and escorting VIPs at arrival to providing a warm and memorable farewell. Guest Relations Manager reports to the Director of Rooms.

As a Guest Relations Manager, you will be responsible for the following duties:

• Oversee guest relations operations including VIP check-ins/outs, inquiries, reservations, and concierge services to ensure a seamless experience.
• Anticipate guest needs by providing personalized recommendations and arranging special services or amenities.
• Build and maintain strong relationships with VIPs, repeat guests, and corporate clients to foster loyalty and satisfaction.
• Lead and mentor the Guest Relations team to uphold service excellence and Mandarin Oriental (MO) standards.
• Analyse guest satisfaction metrics and audit data to identify improvement areas and implement enhancement strategies.
• Ensure compliance with hotel policies and industry standards while collaborating across departments to resolve guest issues effectively.

As a Guest Relations Manager, we expect from you:

• Minimum 3 years of experience in a luxury hotel environment, with Middle East and pre-opening experience considered advantageous.
• At least 2 years in Front Office, Guest Relations, or Butler roles within luxury hotels.
• Proficient in hotel management systems and hospitality technology; prior experience with PSMS is a plus.
• Demonstrated leadership skills with a proven ability to motivate teams and exceed performance goals.
• Excellent communication and interpersonal skills; fluency in English required, with Arabic or other languages as an advantage.
• Strong organisational skills with the ability to multitask and adapt to a dynamic, fast-paced, and flexible work schedule (including evenings, weekends, and holidays, as per business needs).

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