Guest Relations Agent

The Lana, Dubai - Dorchester Collection; Dubai; On-site; AED 42,000 - 60,000; Full time

Benefits offered by this job

Competitive Salary Package

World-class Development Opportunities

Complimentary stays with breakfast in

50% off at bars and restaurants within

Meals on Duty

Private Medical Insurance

Life Insurance

Flight Allowance every 24 months

Shared Company Accommodation

Company provided transportation to and

Uniform provided by the Company with 


Service Charge

Job summary

The Lana, Dubai - Dorchester Collection is seeking a Guest Relations Agent to greet guests with warmth and assist with requests, ensuring a memorable stay. You will collaborate with the Guest Experience team to elevate service quality and loyalty across the property.

Fluency in English and a hotel school diploma or equivalent, plus 2–3 years in luxury hospitality, are essential. You will communicate effectively, resolve issues, and contribute to our We Care culture through attentive service.

Qualifications

• Hotel school diploma or equivalent is required.
• 2–3 years of experience in luxury hotels preferred.
• Excellent communication and customer service skills.

Responsibilities

• Drive continuous improvement of the guest experience and support hotel projects.
• Promote Dorchester Collection culture and We Care values to guests and colleagues.
• Preserve legendary status by sharing stories and creating special experiences.
• Own storytelling and communicate legendary stories to stakeholders.
• Maintain long-term guest insights to tailor experiences.

Skills

Customer service

Communication

Active listening

Problem solving

Multitasking

English proficiency

Technology savvy

Education

Hotel school diploma

Job description

Job Description

Hotel

The Lana

Division & Department

Rooms - Guest Relations

Job Title

Guest Relations Agent

Contract Type

Permanent

Status

Full time

Position Overview

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests, where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Agent you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What You'll Get

• Competitive Salary Package
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels.
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance
• Life Insurance
• Flight Allowance every 24 months
• Shared Company Accommodation
• Company provided transportation to and from work
• Uniform provided by the Company with complimentary laundry
• Service Charge

What You'll Do

• You will work with the Guest Experience team in driving continuous improvement of our Guest experience, enhancing the hotel service proposition and efficiency of processes as well as driving key hotel projects in support of our strategic priorities and business goals.
• You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy “We Care” to life ensuring our employees and guests receive nothing but the best experience.
• You will preserve the legendary status of our hotels. Seeking content and sharing stories to create legendary moments. Looking for opportunities to create special experiences across the guest journey.
• You will own story telling and communicate legendary stories to key stakeholders within the property, DC and across hotels.
• You will maintain a long term and detailed view of our guests to enable us to truly know and understand them. Provides key stakeholders clues to create real connections. Turns insights into experiences.
• Support the creative planner in setting up plans and to manage in house market mix by creating proper concepts and experiences.
• You will own amenities & gifts inventory and take actions to recognize the guest via any channel (i.e., social media).
• You will act as host/hostess, providing a warm welcome and directions to our guests.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Relations Agent, you’ll have the opportunity to bring these to life and continue to create our legacy.

The items shared are the essence of a day in the life of a Guest Relations Agent, but we’ll make sure you are provided with specifics on how we care for our hotel.

What You'll Bring

• You’ll bring your unique personality, creativity and passion to the role and the team.
• Customer service drive with outstanding communication and active listening skills. Excellent problem-solving and multitasking skills. Relationship driven. Excellent knowledge of the use of technology.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service and business ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years.
• Proven previous experience in a similar or in a relevant role in customer service is an advantage.

Position location

Job Location

United Arab Emirates

Location

Dubai