Guest Relations Manager

St. Regis; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel brand in Abu Dhabi is seeking a Guest Relations Manager to oversee operations in the Guest Relations Department, ensuring total guest satisfaction. The ideal candidate will have a minimum of 2 years’ experience in the luxury hospitality industry, focusing on impeccable service and team management. Responsibilities include staff performance reviews, coordination with various departments, and handling guest inquiries and complaints. Join a prestigious team to deliver unforgettable experiences.

Qualifications

• Must have at least 2 years’ experience in the luxury hospitality industry.
• Strong team management and communication skills are essential.

Responsibilities

• Oversee operations of the Guest Relations Department.
• Provide impeccable service to guests.
• Manage staff performance and development.
• Coordinate closely with other departments for guest satisfaction.
• Handle guest complaints and ensure follow-up.

Skills

Guest service excellence

Team management

Communication

Education

Experience in luxury hospitality

Job description

Start Your Journey With Us. From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dubai merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition. Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dubai is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dubai city, including the extraordinary Abu Dubai Suite – the highest suspended suite in the world, connecting the two Nation Towers. The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as “Hosts,” are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dubai’s best address—The St. Regis Abu Dubai, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5‑Star Rating.

Guest Relations Manager is primarily responsible for effectively managing the operation of the Guest Relations Department in order to ensure total guest satisfaction. Oversees all aspects of colleague performance to ensure the high quality of engaged service are always maintained. Effectively works with other departments to assure coordination through proper flow of communication, to achieve an impeccable result.

ESSENTIAL FUNCTIONS

• Maintain and demonstrate departmental standards in accordance with St. Regis Hotels & Resorts.
• Provide a warm welcome and assist guests.
• Provide impeccable service by proactively seeking out guests to troubleshoot problems before they occur.
• Conduct staff performance reviews and follow up in a timely manner.
• Manage trainees and staff development and goal setting through motivation, training and coaching.
• Direct, coach, support, supervise and evaluate the performance of all Guest Relations staff; deal effectively with staff‑related issues.
• Work closely with Reservations, Concierge, Front Desk, Butler and Housekeeping staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests.
• Work with and implement the hotel amenities program & special services for VIP, Marriott Bonvoy Elite Members, Long Stay, Honeymooners/Anniversary & Return Guest.
• Provide consistent highly personalized concierge services to guests and effectively manage the operation of the Guest Relations Department to ensure total guest satisfaction.
• Communicate with Security and Concierge about the estimated arrival times for Top VIP guests to hold elevators and have the main entrance clear.
• Handle guest problems or complaints and follow up on guest complaints.
• Communicate closely with the Executive Office and Department Heads to ensure follow‑up on VIPs, Marriott Bonvoy Elite Members and long‑stay guests.
• Review daily arrivals to ensure proper handling of VIP, Marriott Bonvoy Elite Members and return guests; escort them, including VIPs, guests arriving in Hotel Limousine, disabled guests, and return guests to their rooms.
• Check‑in and check‑out guests, ensuring all transactions are completed in accordance with Hotel Standards.

QUALIFICATION STANDARDS

• Education: Must have at least 2 years’ experience in the luxury hospitality industry. More experience preferred.
• Experience: Must have at least 2 years’ experience in the luxury hospitality industry. More experience preferred.
• Grooming: All employees must maintain a neat, clean and well‑groomed appearance as per St. Regis Abu Dubai standards.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.