Guest Relations Manager

Dorchester Collection; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel group in Dubai is seeking a Guest Relations Manager to ensure an exceptional experience for all guests, particularly VIPs. This role involves personalizing interactions, building relationships, and acting as a brand ambassador. Candidates should have experience in luxury hospitality and excellent communication skills, with a passion for guest satisfaction. Competitive salary and benefits offered.

Benefits

Competitive Salary Package

Family Benefits

World-class Development Opportunities

Complimentary stays in sister hotels

50% off at bars and restaurants

Private Medical Insurance

Life Insurance

Annual Flight Allowance

Education Support Allowance

Housing Allowance

Transportation Allowance

Uniform with complimentary laundry

Qualifications

• Previous guest relations leadership experience in the luxury industry.
• Strong background in ultra-luxury environments.
• Exceptional written and verbal communication skills.

Responsibilities

• Cater to and nurture the needs of all guests.
• Act as a Brand ambassador and personalize every interaction.
• Build long-term relationships with guests.

Skills

Guest-centric mindset

Communication skills

Empathy

Leadership

Cultural sensitivity

Job description

Who we are
Our Hotels
We work with some of the most talented and unique individuals in our business who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is after all our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust, collaboration, and appreciation. Supported by our annual personal development planning, tailored learning opportunities, and our Academy programs, you will be a part of creating a bespoke experience.
Treasured by guests. Cherished by employees. Celebrated worldwide.
Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together, and Creativity.
If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email us so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about updates.
Reference 2025-5705 Hotel

The Lana - Dorchester Collection

Division & Department

Rooms - Guest Relations

Job Title

Guest Relations Manager

Contract Type

Permanent

Status

Full time

Position Overview

We are not just a collection of hotels but instead a talented community. A family with a shared passion and commitment to unapologetically love and breathe who we are every day. An eclectic grouping who really care about each other and our guests, where belonging transcends all else. We do this with a backdrop of extraordinary hotels steeped in history, glamour, and stories, which provide the perfect stage for our people, our Legends, to live our vision: Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together. If you require any special accommodations during the interview process, please let us know.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Manager, you start a unique opportunity to become celebrated as the very best in your field. You will learn not only from your fellow Legends but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership, and become a legend in your own story.

What you'll get

As a Guest Relations Manager at The Lana Dubai, here are some of the great benefits you will receive:

• Competitive Salary Package
• Family Benefits
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance for self and the family
• Life Insurance for self
• Annual Flight Allowance for self and the family
• Education Support Allowance for children
• Housing Allowance
• Transportation Allowance
• Uniform provided by the Company with complimentary laundry

What you'll do

You’ll love what you do and take pride in delighting our guests:

• You will be responsible for catering to and nurturing the needs of all guests, with a particular focus on our VIP guests across all Dorchester Collection properties, ensuring they receive nothing short of an exceptional experience from the moment of their initial inquiries through their arrival and continuing until their departure.
• You will also act as a Brand ambassador, fully immersing yourself in our legendary stories, knowing our guests by name, and personalizing every interaction to reflect the heritage and luxury of the Dorchester Collection.
• Our values of Passion, Personality, Respect, Working Together, and Creativity guide us each day. As a Guest Relations Manager, you bring these values to life—making impressions, creating emotional connections, and turning first-time guests into lifelong ambassadors.
• You will build long-term, meaningful relationships with guests, finding time to understand their personal stories, preferences, and needs, even during busy moments.
• Your role will include identifying and recognizing loyal guests proactively, seeking opportunities to introduce them to other Dorchester Collection properties.
• You will collaborate closely with Sales and Revenue teams to align guest strategy with business objectives and tailor bespoke experiences.
• You will drive brand awareness within the hotel, offering insights and two-way feedback to hotel leadership to continuously elevate the guest journey.
• You’ll maintain visibility across all guest touchpoints, ensuring consistent luxury-level experiences embodying the Dorchester Collection standard.
• You will collaborate with a team of dedicated professionals and like-minded colleagues across the collection, upholding the highest standards of privacy, cultural awareness, and storytelling. You will act as a vital link between guests and the hotel, fostering meaningful and lasting connections.

The items shared are the essence of a day in the life of a Guest Relations Manager, but we will make sure you are provided with specifics on how we care for our hotel.

What you'll bring

• You will bring your unique personality and charming charisma, passion, and guest-centric mindset to both the role and the wider team.
• You have a talent for creating meaningful guest connections, resolving challenges with empathy, and leading by example in the luxury hospitality space.
• You can effectively manage short- and long-term business goals and have the ability to anticipate, identify, and translate this into innovative business solutions.
• You have the ability to influence guest-focused behaviors across departments and understand the power of storytelling in shaping brand loyalty.
• You are a natural communicator with exceptional written and verbal communication skills and a strong sense of cultural sensitivity and discretion.
• You demonstrate genuine empathy, understand luxury, and can easily build trust with a wide range of personalities.
• A strong conceptual thinker, including ideation, concept creation, and execution. Inquisitive with attention to detail, resourceful, and business-savvy.
• You are able to manage multiple relationships with ease. You have previous guest relations leadership experience in the luxury industry. Basic understanding of operating systems.
• You are an eloquent and confident speaker with a strong background in ultra-luxury environments and a proven track record of dealing effectively with UHNW individuals.

Job Location

United Arab Emirates

Location

Dubai

Required Experience:

Manager