Guest Relations Hostess/Host

Ennismore; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Ennismore's Hyde property seeks a proactive Guest Relations professional to greet guests, coordinate with Concierge for events and promotions, and ensure seamless stays from arrival to departure.

Responsibilities include handling VIP arrivals, managing guest preferences, resolving issues promptly, and collaborating with Housekeeping, F&B, and Facilities to elevate every visit. Strong English proficiency and hospitality experience required; shifts may vary.

Qualifications

• 2+ years in guest relations in a four- or five-star hotel.
• Excellent verbal and written English; multilingual abilities 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.
• Professional appearance and demeanor with strong etiquette standards.
• Ability to multitask and prioritize in a fast-paced environment.
• Flexibility to work various shifts, including evenings and weekends.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensure all members consistently receive benefits; VIPs receive special recognition and service.
• Meet and greet VIP guests and liaise with Concierge for events, promotions, limousine requirements, and VIP requests.
• Prepare compendiums prior to guest arrival and update check-in systems as necessary.
• Maintain contact with Concierge for new arrivals and departures; update repeat guest history.
• 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 with professionalism and efficiency; handle complaints with follow-up.

Skills

English communication

Multilingual abilities

Guest relations experience

Hospitality industry

Customer-facing roles

Organizational skills

Time management

Hospitality systems

Tools

Hospitality management systems

Job description

Hyde is much more than a brand it is a state of mind. We celebrate the true spirit of discovery and the adventure of human connection. Authentically personal and captivating iconic moments.

• 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 & Beverage, and Facilities to ensure exceptional service delivery
• Adhere to all Occupational Health & Safety policies and procedures
• Perform related duties and special projects as assigned by management

Qualifications

• 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