Guest Relations Executive

Accorhotel; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Accorhotel is seeking a Guest Relations Executive to be the key liaison between guests and hotel departments, delivering luxury service and memorable experiences. You will anticipate needs, manage VIP arrivals, and elevate guest engagement through personalized interactions.

In this role, you will greet guests in the lobby, coordinate VIP preparations with Front Office, and ensure seamless check-ins while upholding impeccable grooming and presentation standards consistent with our luxury brand.

Qualifications

• Minimum 2-3 years of proven experience in guest relations, front office, or customer service within a luxury five-star hotel.
• Strong understanding of luxury service standards and VIP expectations.
• Proficiency with hotel PMS such as Opera or similar platforms.
• Fluent English; additional languages desirable (French, Spanish, or Arabic).

Responsibilities

• Greet and welcome guests in the lobby and escort to accommodations.
• Coordinate with Front Office for VIP arrivals including room allocations and express check-in.
• Attend luxury briefings on VIP arrivals and relay guest preferences to departments.
• Anticipate and fulfill guest requests with discretion and efficiency.
• Handle guest complaints with empathy and resolve issues with management support.
• Maintain detailed guest history records and tailor future interactions.
• Coordinate services across departments to meet guest expectations.
• Support Front Office during peak periods with flexibility.
• Encourage guest feedback through surveys for continuous improvement.
• Maintain grooming standards reflecting our luxury brand image.
• Perform additional duties and special projects as assigned.

Skills

Guest relations

VIP service

Fluent English

Additional languages

Communication

Time management

Team collaboration

Tools

PMS (Opera)

Job description

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 experience

Coordinate with the Front Office team to prepare for VIP arrivals including room allocations welcome amenities personalized cards and express check-in procedures

Attend daily luxury forum briefings to stay informed of VIP arrivals special requests and guest preferences and communicate this information to relevant departments

Anticipate and fulfill guest requests with discretion and efficiency ensuring all special needs are documented and addressed promptly

Manage guest complaints and concerns with empathy and professionalism working collaboratively with hotel management to resolve issues and maintain guest satisfaction

Maintain detailed guest history records and preference profiles to personalize future interactions and enhance the guest experience

Liaise across all hotel departments to coordinate services activities and special arrangements that align with guest expectations

Support the Front Office team during peak periods and busy operations demonstrating flexibility and a collaborative approach

Encourage guests to provide feedback through questionnaires and surveys capturing valuable insights for continuous improvement

Maintain impeccable personal grooming and presentation standards that reflect our luxury brand image at all times

Perform additional duties and special projects as assigned to support organizational goals

Company Description

• 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