Guest Relations Agent

Mandarin Oriental Hotel Group; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

Join a prestigious hotel as a Guest Relations Agent, where you will create unforgettable experiences for guests. This role involves welcoming VIPs, managing guest preferences, and ensuring compliance with safety standards. You'll work closely with the Front Office team to provide exceptional service that aligns with the hotel's Legendary Quality Experiences. If you thrive in a fast-paced environment and have a passion for hospitality, this is your chance to shine in a dynamic team dedicated to excellence.

Qualifications

• At least 2 years experience in a 5-star hotel environment.
• Strong problem-solving abilities and excellent interpersonal skills.

Responsibilities

• Assist with VIP room inspections and guest greetings.
• Deliver exceptional guest service and handle complaints.

Skills

Customer Service

Problem Solving

Communication

Multitasking

Education

Senior School Qualification

Tools

Microsoft Office

PSMS

Job description

Based at the Mandarin Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest Relations Agent is responsible to meet and exceed guest expectations by providing efficient and courteous Guest Relations service in accordance with Legendary Quality Experiences. The Guest Relations Agent will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. Guest Relations Agent reports to Guest Relations Manager.

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

• Assist the Guest Relations Manager with VIP room inspections, guest greetings, amenity requests, and daily operations including communication forms and meetings.
• Monitor guest preferences, manage inventory and billing processes, and support the Front Office during peak periods.
• Ensure compliance with safety, hygiene, and industry regulations while maintaining quality assurance through inspections and audits.
• Establish personal connections with guests, track arrivals and departures, and proactively attend to individual guest needs throughout their stay.
• Foster teamwork, provide coaching, and collaborate with multiple departments to ensure smooth operations and high colleague satisfaction.
• Deliver exceptional guest service, handle complaints, perform check-ins/outs, and create memorable WOW moments aligned with MOHG Legendary Quality Experiences (LQEs).

As a Guest Relations Agent, we expect from you:

• Senior school qualification with at least 2 years experience in a 5-star hotel environment, including 1 year in Front Office; pre-opening and Middle East experience are advantages.
• Proficient in Microsoft Office, PSMS, and other Front Office systems.
• Communicates effectively in English; additional language skills in Arabic or others are preferred.
• Demonstrates strong problem-solving abilities and the capacity to deliver high-level customer service tailored to guest expectations.
• Possesses excellent interpersonal, communication, and organizational skills, capable of multitasking in a fast-paced setting.
• Physically able to stand for long periods and work flexible shifts, including evenings, weekends, and holidays based on business needs.

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