Guest Relations Officer

RAFFLES; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel in Dubai is seeking a Guest Relations Officer to ensure exceptional service and guest satisfaction. The ideal candidate will have a Degree in Hotel Management and 2+ years of experience, demonstrating strong communication skills and the ability to thrive in a multicultural environment. Responsibilities include managing guest relations, addressing complaints, and enhancing sales through excellent service.

Qualifications

• Minimum 2 years of guest relations experience in four or five-star hotel.
• Degree in Hotel Management required.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition.
• Handle guest complaints and follow up on corrective actions.
• Promote inter-hotel sales and update guest history.

Skills

Communication

Rapport building

Multi-cultural teamwork

Guest relations

Education

Degree from a School for Tourism & Hotel Management

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

• Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival through departure.
• Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Raffles Club for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Maintain close contact with Airport Concierge for new arrivals and departures.
• Update and maintain the repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Send prepared welcome cards and amenities to rooms prior to guest arrival.
• Attend to special requests by guests.
• Handle guest complaints, refer them as necessary, and follow up on corrective actions.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis.
• Participate in regular meetings with the Guest Relations team, Butlers, and Raffles Club staff to facilitate communication and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects as assigned.

Personal Attributes

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and management staff.
• Ability to work cohesively with co-workers as part of a multicultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.

Qualifications

• Degree from a School for Tourism & Hotel Management.

Experience

Minimum 2 years of guest relations experience, preferably in a four or five-star hotel.

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