Guest Relations Executive

Hyatt Centric Jumeirah Dubai; Dubai; On-site; AED 100,000 - 156,000; Full time

Job summary

Hyatt Centric Jumeirah Dubai is seeking a Guest Relations Executive to deliver personalized service throughout the guest journey. You will be the primary contact for guests, ensuring their needs are anticipated and exceeded while upholding Hyatt standards of hospitality.

Role requires strong communication, attention to detail, and a passion for hospitality. The position is on-site in Dubai, with opportunities to collaborate across departments and contribute to continuous service improvements.

Qualifications

• Diploma or degree in hospitality or related field preferred.
• Experience in Guest Relations or luxury hotel Front Office.
• Knowledge of online reputation management platforms is a plus.
• Excellent communication, interpersonal and problem-solving skills.
• English fluency required; additional languages are a plus.

Responsibilities

• Deliver exceptional guest service and Hyatt brand promise.
• Act as a key contact for guests, handling inquiries, requests, feedback and complaints.
• Engage with VIP guests and special occasions to enhance satisfaction.
• Monitor guest feedback across review platforms and respond professionally.
• Escalate urgent guest concerns to management and ensure resolution.
• Support front office operations, including cash handling and records where required.
• Collaborate with departments to ensure seamless service and issue resolution.
• Maintain guest profiles and ensure compliance with hotel policies.

Skills

Communication

Interpersonal skills

Problem solving

Organization

Multitasking

Online reputation management

MS Office & PMS

English fluency

Education

Diploma/degree in Hospitality or related field

Job description

About Hyatt Centric Jumeirah Dubai

Hyatt Centric Jumeirah Dubai is a lifestyle hotel designed for modern travelers seeking authentic local experiences. Located in the heart of Dubai, we are dedicated to delivering memorable guest experiences through exceptional service, innovation, and genuine hospitality.

Summary

As a Guest Relations Executive, you will be responsible for creating memorable guest experiences by delivering personalized service throughout the guest journey. You will act as a key contact for guests, ensuring their needs are anticipated and exceeded while maintaining Hyatt's standards of service excellence. This role requires strong communication skills, attention to detail, and a genuine passion for hospitality.

Key Responsibilities

• Deliver the Hyatt brand promise and provide exceptional guest service at all times, ensuring memorable and personalized experiences for all guests.
• Build strong relationships with guests, anticipate their needs, and handle inquiries, requests, feedback, and complaints in a courteous, professional, and efficient manner.
• Serve as a key point of contact for VIP guests, special occasions, and guest recognition initiatives to enhance overall guest satisfaction.
• Monitor guest feedback across online review platforms, OTAs, Medallia, and other reputation channels, ensuring timely, personalized, and brand-aligned responses.
• Escalate urgent or high-impact guest concerns to management and follow through to ensure satisfactory resolution.
• Encourage guest feedback and identify opportunities to increase positive online reviews while adhering to platform guidelines and company standards.
• Analyze guest feedback trends and share insights with relevant departments to support continuous improvement in service delivery and guest satisfaction.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless service and effective guest issue resolution.
• Ensure Hyatt brand standards, guest experience initiatives, and operational procedures are consistently implemented.
• Support daily Front Office operations, including cashiering responsibilities, cash handling procedures, and maintaining accurate records where required.
• Assist in inventory control and the maintenance of operating equipment and hotel assets.
• Maintain a visible presence in the lobby during peak periods to engage with guests and provide immediate assistance when needed.
• Support team development through coaching, training, and sharing guest feedback to enhance service standards across departments.
• Maintain accurate guest profiles, preferences, and service recovery records within hotel systems.
• Ensure compliance with all hotel policies, financial procedures, health and safety regulations, and local legislative requirements.
• Maintain a professional appearance, uphold Hyatt's Values and Culture Characteristics, and demonstrate flexibility in supporting operational and guest service needs across the hotel.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Previous experience in Guest Relations, Front Office, or a similar guest-facing role within a luxury hotel environment.
• Strong understanding of online reputation management platforms, guest feedback systems, and service recovery practices is an advantage.
• Excellent communication, interpersonal, and problem-solving skills.
• luency in English is required; additional languages are an advantage.
• Proficiency in Microsoft Office applications and hotel property management systems.
• Strong organizational skills with the ability to multitask in a fast-paced environment.