Guest Relations Manager

Ennismore; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

Ennismore seeks an experienced Guest Relations professional in Abu Dhabi to ensure exceptional welcome, check-in/check-out, and personalized services for VIP and luxury guests. You will handle inquiries, coach a guest relations team, and collaborate with Front Office, Concierge, and Housekeeping to deliver seamless experiences.

The role emphasizes proactive guest engagement, service recovery, and accurate guest profiling using PMS/CRM tools, with a focus on maintaining highest service standards

Qualifications

• Diploma or Bachelor's degree in Hotel Management or related discipline preferred.
• Experience in front office, guest relations or similar luxury role.
• Proven VIP guest handling and service recovery experience.

Responsibilities

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management for service improvements.
• Supervise and support the Guest Relations team in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping and other departments for seamless experiences.
• Maintain guest records, preferences and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans and guest recognition programs.
• Support the Guest Relations Manager in audits and quality control initiatives.
• Assist in planning and executing VIP services and guest recognition programs.
• Ensure proper arrangements for guest amenities and personalized services.

Skills

VIP guest management

Guest profiling

CRM practices

Complaint handling

Leadership

Interpersonal skills

Communication

English proficiency

Russian language

Education

Diploma or Bachelor's Degree in Hotel Management

Luxury Hospitality qualifications

Tools

PMS/CRM systems

Microsoft Office

Job description

Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.

Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.

Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.

Monitor guest satisfaction and provide feedback to management for service improvements.

Supervise and support the Guest Relations team in daily operations.

Provide coaching and guidance to team members to maintain service standards.

Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.

Maintain guest records, preferences, and special requests in the hotel system.

Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.

Support the Guest Relations Manager in audits, inspections, and quality control initiatives.

Assist in planning and executing special events, VIP services, and guest recognition programs.

Ensure proper arrangements for guest amenities, surprises, and personalized services.

Qualifications

Qualification:

• Diploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred.
• Additional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.

Experience:

• Minimum 3years or more of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.
• Minimum 2-3 years in a managerial position within Guest Relations or Front Office.
• Proven experience in managing VIP guests, guest profiling, service recovery and guest experience.
• Experience in a luxury resort environment is strongly preferred.
• Experience with PMS/CRM systems and guest profiling tools.

Technical skills:

• Strong knowledge of luxury hospitality and guest experience standards.
• Excellent understanding of guest profiling and CRM practices.
• Strong knowledge of VIP and repeat guest management.
• Excellent complaint handling and service recovery skills.
• Strong telephone etiquette and communication standards.
• Proficiency in PMS/CRM and Microsoft Office applications.
• Ability to analyse guest feedback and service quality data.
• Good knowledge of hotel operational procedures and interdepartmental coordination.
• Fluent in English and Russian, with proficiency in a third language. Other language is a plus
• Excellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.
• Excellent interpersonal and communication skills.
• Warm, approachable and naturally guest-oriented.
• Strong leadership and team management skills.
• Excellent listening and empathy skills.
• Highly organised with strong attention to detail.
• Proactive and anticipates guest needs.
• Confident in handling difficult and sensitive situations.
• Strong problem-solving and decision-making abilities.
• Professional, discreet and trustworthy.
• Calm and composed under pressure.
• Strong cultural awareness and ability to interact with an international clientele.
• Passionate about delivering exceptional and personalised guest experiences.
• Strong sense of luxury service and attention to detail.