Guest Relations Manager

The First Group Hospitality; Abu Dhabi; On-site; AED 140,000 - 220,000; Full time

Job summary

The Royal Stables Private Members Club in Abu Dhabi is seeking a Guest Relations Manager to lead exceptional service delivery, member satisfaction, and guest experience across the club. Responsibilities include, but are not limited to: Lead and oversee the guest relations function across the private members club.

Welcome and engage members, guests, VIPs, and visitors with warmth and professionalism. Build strong, personalised relationships with members and regular guests.

Qualifications

• 4+ years of experience in guest relations, hospitality, luxury hotels, private clubs, concierge services, or a similar role.
• Proven experience managing VIP, high-net-worth, and international guests.
• Excellent communication, interpersonal, presentation, and relationship-building skills.
• Knowledge of luxury hospitality standards and service etiquette.

Responsibilities

• Lead and oversee the guest relations function across the private members club.
• Welcome and engage members, guests, VIPs, and visitors with warmth and professionalism.
• Build strong, personalised relationships with members and regular guests.
• Ensure a seamless and memorable experience throughout each guest’s visit.
• Coordinate with concierge, valet, hospitality, membership, events, equestrian, and operations teams.

Skills

Guest relations

VIP service

Luxury hospitality

CRM systems

Interpersonal skills

Job description

Overview

About The First Group Hospitality

The First Group Hospitality is a Dubai-headquartered, full-service hospitality management company specialising in hotel operations, asset management, and F&B strategy. With a team of industry veterans and a proven track record, the company delivers tailored solutions that enhance efficiency, optimise revenue, and maximise asset value for investors and hotel owners. As a trusted third-party hotel management provider, The First Group Hospitality partners with leading global brands to drive operational excellence and long-term profitability, thanks to expertise spanning property performance optimisation, cost management, and guest experience enhancement. Beyond management, The First Group Hospitality develops and operates a dynamic portfolio of upscale hotels, residences, and award-winning restaurants, creating high-value hospitality assets that stand out in the market.

For more information, visit tfghospitality.com

Job Description

The Royal Stables Private Members Club in Abu Dhabi is seeking a Guest Relations Manager to lead exceptional service delivery, member satisfaction, and guest experience across the club. Responsibilities include, but are not limited to:

• Lead and oversee the guest relations function across the private members club.
• Welcome and engage members, guests, VIPs, and visitors with warmth and professionalism.
• Build strong, personalised relationships with members and regular guests.
• Ensure a seamless and memorable experience throughout each guest’s visit.
• Manage guest enquiries, requests, feedback, complaints, and service recovery.
• Anticipate guest needs and coordinate tailored services, arrangements, and experiences.
• Oversee arrival, departure, reservations, bookings, and special requests.
• Coordinate with concierge, valet, hospitality, membership, events, equestrian, and operations teams.
• Support VIP visits, private functions, member events, celebrations, and special occasions.
• Maintain detailed records of guest preferences, feedback, requests, and service interactions.
• Monitor guest satisfaction through feedback, reviews, surveys, and relationship check-ins.
• Identify opportunities to improve guest services, facilities, experiences, and service standards.
• Train, coach, and support front-of-house and customer-facing colleagues.
• Establish and maintain guest relations procedures, standards, and service guidelines.
• Ensure all guest interactions reflect the Royal Stables’ luxury positioning and brand standards.
• Prepare regular guest relations reports, service updates, feedback summaries, and performance insights.
• Collaborate with management to resolve operational issues and improve the overall guest journey.
• Maintain confidentiality when handling member, guest, VIP, and personal information.
• Maintain a visible, approachable, and professional presence across the club’s facilities.
• Represent the Royal Stables at events, gatherings, and member activities.
• Perform other guest relations, hospitality, and customer experience duties as required.

Desired Skill & Expertise

• 4+ years of experience in guest relations, hospitality, luxury hotels, private clubs, concierge services, or a similar role.
• Proven experience managing VIP, high-net-worth, and international guests.
• Excellent communication, interpersonal, presentation, and relationship-building skills.
• Strong knowledge of luxury hospitality standards and service etiquette.
• Exceptional customer service, complaint-resolution, and service recovery abilities.
• Strong leadership, coaching, and team-management skills.
• Excellent organisational and time-management abilities.
• Calm, confident, discreet, and solution-focused under pressure.
• Proficiency in CRM systems, guest management platforms, Microsoft Office, and reporting tools.
• Experience coordinating events, private functions, guest experiences, and special occasions.
• Professional, polished, personable, and confident in representing a luxury destination.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of the UAE market and local cultural expectations is highly desirable.
• Fluency in English is required; Arabic is highly desirable.