Guest Relations Lead – Luxury Hotel, High-Volume Expert

Confidential Jobs; Dubai; On-site; AED 240,000 - 480,000; Full time

Job summary

Confidential Jobs' client, a leading luxury hotel in Downtown Dubai, is seeking an experienced Guest Relations Manager to deliver outstanding guest experiences in a high-volume environment.

The role focuses on leading the guest relations team, coordinating with Front Office, Housekeeping and F&B, and maintaining the highest standards of luxury service while handling VIP guests and sensitive situations.

Qualifications

• Previous experience as a Guest Relations Manager / Assistant Guest Relations Manager / Front Office Manager within a reputable hotel.
• Experience in a large-inventory hotel is strongly preferred.
• Strong knowledge of luxury hospitality standards and guest experience practices.
• Confident handling VIP guests, escalated complaints and sensitive situations.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership ability with a hands-on approach.
• Ability to work effectively in a fast-paced, high-volume hotel environment.
• Candidates available to join at the earliest are highly preferred.

Responsibilities

• Lead the Guest Relations function and ensure exceptional guest experiences throughout the guest journey.
• Manage and resolve guest requests, concerns and complaints professionally and efficiently.
• Maintain strong relationships with VIPs, repeat guests and key clientele.
• Coordinate closely with Front Office, Housekeeping, F&B and other operational departments to ensure seamless service delivery.
• Monitor guest satisfaction and identify opportunities to enhance the overall guest experience.
• Coach and develop the Guest Relations team, maintaining high standards of professionalism and service.
• Handle high-volume operations while maintaining attention to detail and personalized service.
• Support the Front Office leadership team in daily operations and service recovery.

Skills

Guest relations

Leadership

Communication

VIP handling

Job description

Confidential Jobs' client, a leading luxury hotel in Downtown Dubai, is seeking an experienced Guest Relations Manager to deliver outstanding guest experiences in a high-volume environment.

The role focuses on leading the guest relations team, coordinating with Front Office, Housekeeping and F&B, and maintaining the highest standards of luxury service while handling VIP guests and sensitive situations.