Guest Relations Hostess/Host

Accor; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Accor in Dubai invites an experienced Guest Relations professional to deliver personalized, high-touch service from arrival through departure. You will recognize VIP guests, liaise with Concierge, manage guest preferences, and collaborate with Housekeeping and F&B to ensure memorable stays.

The role requires strong English communication, exceptional organizational skills, and the ability to multitask in a fast-paced luxury hotel environment.

Qualifications

• Minimum 2 years in guest relations or related role.
• Excellent English communication; multilingual preferred.
• Strong customer service and problem-solving abilities.

Responsibilities

• Provide personalized guest recognition from arrival to departure.
• Liaise with Concierge for VIP arrivals and events.
• Update guest history and preferences accurately.
• Resolve guest issues with prompt follow-up.
• Coordinate with Housekeeping, F&B and Facilities for seamless service.
• Train junior staff on service standards.

Skills

Communication skills

Multilingual abilities

Interpersonal skills

Time management

Problem solving

Etiquette standards

Organizational skills

Shift flexibility

Hospitality systems

Tools

Hospitality software

Job description

Job Description

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits and repeat guests and other VIPs receive special recognition and service
• Meet and greet VIP guests personally and liaise closely with Concierge for hotel events restaurant promotions limousine requirements and special VIP requests or preparations
• Prepare compendiums prior to guest arrival and check-in system entries as necessary
• Maintain close contact with Concierge for new arrivals and departures
• Update and maintain repeat guest history system with accurate and detailed information
• Promote inter-hotel sales and in-house facilities to enhance guest experience and revenue opportunities
• Send prepared welcome cards and amenities to guest rooms prior to arrival
• Attend to special requests by guests with professionalism and efficiency
• Handle guest complaints and refer them as necessary ensuring follow-up on corrective actions and guest satisfaction resolution
• Review arrival lists for all arrivals and VIPs to verify room allocations amenities and special requests
• Prepare requisitions for amenities on a timely basis to support seamless guest experiences
• Participate in regular meetings with Guest Relations team members and Butlers staff to facilitate communications and ensure smooth operations
• Collect and document guest feedback to identify service improvement opportunities and share insights with management
• Train and mentor junior Guest Relations staff on service standards systems and best practices
• Coordinate with multiple departments including Housekeeping Food amp Beverage and Facilities to ensure exceptional service delivery
• Adhere to all Occupational Health amp Safety policies and procedures
• Perform related duties and special projects as assigned by management

Requirements

• Minimum 2 years of Guest Relations experience preferably in a four or five-star hotel
• Excellent verbal and written communication skills in English; multilingual abilities are highly preferred
• Proven experience in guest relations, hospitality, or customer-facing roles
• Strong interpersonal skills with the ability to build rapport quickly with diverse guests
• Exceptional organizational and time management abilities
• Proficiency with hospitality management systems and basic computer applications
• Outstanding problem-solving and conflict resolution skills
• Professional appearance and demeanor with strong etiquette standards
• Ability to multitask and prioritize effectively in a fast-paced environment
• Flexibility to work various shifts, including evenings and weekends as required
• Ability to remain calm and professional under pressure