Guest Relations Manager

Dorchester Collection; Dubai; On-site; AED 268,000 - 469,000; Full time

Benefits offered by this job

Competitive Salary Package

Family Benefits

World-class Development Opportunities

Complimentary stays with breakfast

50% off at bars and restaurants

Meals on Duty

Private Medical Insurance

Life Insurance

Annual Flight Allowance

Education Support Allowance

Housing Allowance

Transportation Allowance

Uniform + laundry

Job summary

Dorchester Collection's The Lana Dubai is seeking a Guest Relations Manager to lead VIP guest experiences across our luxury hotels. You will ensure exceptional service from first inquiry to departure, embodying our We Care philosophy and heritage storytelling.

You will connect with UHNW guests, tailor bespoke experiences, and collaborate with Sales and Revenue to align guest strategy with business goals. The role offers world-class learning and a path to become a celebrated hospitality legend in

Qualifications

• Experience in luxury hospitality or high-end guest services.
• Proven ability to nurture relationships with discerning guests.
• Excellent written and verbal communication with privacy and discretion.

Responsibilities

• Cater to and nurture the needs of all guests, with focus on VIPs, from inquiry to departure.
• Act as brand ambassador, knowing guest names and personalizing interactions to reflect heritage.
• Apply Dorchester Collection values to create memorable guest experiences and connections.
• Build long-term relationships with guests, understanding their stories and preferences even in busy moments.
• Identify loyal guests and introduce them to other properties within the collection.
• Collaborate with Sales and Revenue to align guest strategy with business goals.
• Drive brand awareness by sharing insights with hotel leaders to elevate the guest journey.
• Maintain visibility across touchpoints to uphold luxury standards.
• Collaborate with a team of professionals across the collection to protect privacy and cultural sensitivity.

Skills

Guest relations

UHNW guests

Brand ambassador

Communication

Tools

CRM systems

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 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 update

Reference 2025-5705 Hotel

The Lana

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 and submitting your application please let us know if you require any special accommodations during the interview process.

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. Youll 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 youll get

As a Guest Relations Manager at The Lana Dubai here are just 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 youll do

Youll 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 VIPs guests across all Dorchester Collection properties ensuring they receive nothing sorts of exceptional experience from the moment of their initial inquiries through their arrival and continuing until their departure.
• You will also act as 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 and every 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 relationship with guests finding time to understand their personal stories preferences and needs even during busiest 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 the General Manager Hotel Manager and other hotel leaders to continuously elevate the guest journey.
• Youll maintain visibility across all guest touchpoints ensuring consistent luxury-level experiences that embody the Dorchester Collection standard.
• You will collaborate with a team of dedicated professionals and like-minded colleagues across the Dorchester Collection consistently upholding the highest standards of privacy cultural awareness and storytelling. You will act as a vital link between guests and the hotel helping to foster meaningful and lasting connections.

What youll bring

• Youll 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 you 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. Intense curiosity with the ability to question conventional wisdom. Inquisitive with attention to detail to execute on the research and clues. Demonstrate resourcefulness & business acumen.
• You are able to manage multiple relationships with ease. You have previous guest relations leadership experience for luxury industry. Basic understanding of the operating systems.
• You are an eloquent and confident speaker with a strong background in ultra-luxury environment and proven track record in dealing effectively with UHNW individuals.

Job Location

United Arab Emirates

Dubai

Required Experience

Manager