Guest Relations Executive

ENNISMORE; Dubai; On-site; AED 167,000 - 212,000; Full time

Job summary

ENNISMORE in Dubai is seeking a professional Guest Relations Executive to serve as liaison between guests and hotel departments, delivering exceptional service and ensuring a memorable stay. You will greet guests, coordinate VIP arrivals, arrange check-in, anticipate needs, handle complaints, maintain guest history, and collaborate across teams to personalize experiences.

Responsibilities include greeting guests in the lobby, escorting to accommodations, coordinating VIP arrivals, attending

Qualifications

• 2–3 years of guest relations/front office/customer service in luxury five-star hospitality.
• Fluent English in written and spoken form.
• Experience handling VIP guests, managing special requests and resolving complaints with discretion.
• Proficiency with PMS such as Opera or similar platforms.
• Additional language skills notably French, Spanish or Arabic are highly desirable.

Responsibilities

• Greet and welcome guests in the lobby with warmth and professionalism.
• Escort guests to accommodations and ensure seamless check-in experience.
• Coordinate with Front Office for VIP arrivals including room allocations, welcome amenities, and express check-in procedures.
• Attend daily luxury briefings to stay informed of VIP arrivals, requests and guest preferences and relay to relevant departments.
• Anticipate and fulfill guest requests with discretion and efficiency; document special needs.
• Manage guest complaints with empathy and professionalism and coordinate resolution with hotel management.
• Maintain detailed guest history records and preference profiles to personalize future interactions.
• Liaise across all hotel departments to coordinate services and special arrangements.
• Support Front Office during peak periods and busy operations; stay flexible and collaborative.
• Encourage guests to provide feedback via questionnaires and surveys for continuous improvement.

Skills

Fluent English

Interpersonal skills

Time management

Problem solving

Shift flexibility

Grooming

Emotional intelligence

Teamwork

French

Spanish

Arabic

Tools

Opera PMS

Job description

Guest Relations Executive

We are seeking a professional and enthusiastic Guest Relations Executive to join our team As the primary liaison between our guests and all hotel departments you will be instrumental in delivering exceptional service experiences and ensuring every guest enjoys a memorable stay This role requires a detail-oriented professional who is passionate about anticipating guest needs managing VIP arrivals and maintaining the highest standards of luxury service excellence Greet and welcome guests in the lobby with warmth and professionalism escorting them to their accommodations and ensuring a seamless check-in experienceCoordinate with the Front Office team to prepare for VIP arrivals including room allocations welcome amenities personalized cards and express check-in proceduresAttend daily luxury forum briefings to stay informed of VIP arrivals special requests and guest preferences and communicate this information to relevant departmentsAnticipate and fulfill guest requests with discretion and efficiency ensuring all special needs are documented and addressed promptlyManage guest complaints and concerns with empathy and professionalism working collaboratively with hotel management to resolve issues and maintain guest satisfactionMaintain detailed guest history records and preference profiles to personalize future interactions and enhance the guest experienceLiaise across all hotel departments to coordinate services activities and special arrangements that align with guest expectationsSupport the Front Office team during peak periods and busy operations demonstrating flexibility and a collaborative approachEncourage guests to provide feedback through questionnaires and surveys capturing valuable insights for continuous improvementMaintain impeccable personal grooming and presentation standards that reflect our luxury brand image at all timesPerform additional duties and special projects as assigned to support organizational goals

Qualifications

• Minimum 2-3 years of proven experience in guest relations, front office, or customer service within a luxury five-star hotel or hospitality environment
• Strong understanding of luxury service standards, guest engagement protocols, and VIP service expectations
• Demonstrated experience handling VIP guests, managing special requests, and resolving complaints with discretion and professionalism
• Proficiency with hotel Property Management Systems PMS such as Opera or similar platforms
• Fluent English communication skills both written and verbal
• Additional language proficiency particularly French Spanish or Arabic highly desirable
• Excellent interpersonal and communication skills with the ability to build rapport with diverse guest populations
• Strong organizational and time management abilities with the capacity to multitask and prioritize effectively
• Problem-solving mindset with the ability to think analytically and make decisive decisions under pressure
• Flexibility to work rotating shifts weekends and public holidays as required
• Impeccable grooming and professional presentation standards
• High level of emotional intelligence and empathy in guest interactions
• Ability to work collaboratively within a team environment while maintaining individual accountability
• Background in hospitality or a related field is an advantage

Qualifications

• Minimum 2-3 years of proven experience in guest relations, front office, or customer service within a luxury five-star hotel or hospitality environment
• Strong understanding of luxury service standards, guest engagement protocols, and VIP service expectations
• Demonstrated experience handling VIP guests, managing special requests, and resolving complaints with discretion and professionalism
• Proficiency with hotel Property Management Systems PMS such as Opera or similar platforms
• Fluent English communication skills both written and verbal
• Additional language proficiency particularly French Spanish or Arabic highly desirable
• Excellent interpersonal and communication skills with the ability to build rapport with diverse guest populations
• Strong organizational and time management abilities with the capacity to multitask and prioritize effectively
• Problem-solving mindset with the ability to think analytically and make decisive decisions under pressure
• Flexibility to work rotating shifts weekends and public holidays as required
• Impeccable grooming and professional presentation standards
• High level of emotional intelligence and empathy in guest interactions
• Ability to work collaboratively within a team environment while maintaining individual accountability
• Background in hospitality or a related field is an advantage