Guest Relations Manager

AccorHotels Middle East; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Fairmont The Palm in Dubai is seeking a dedicated Guest Relations leader to manage the daily operations of the Fairmont Gold Lounge and VIP guest program. Lead the team, drive guest satisfaction, and coordinate personalized amenities while upholding brand standards.

You will oversee arrivals, departures and special requests, monitor lounge conditions, and collaborate with Front Office, Housekeeping and Food & Beverage to ensure flawless service.

Qualifications

• Passion for guest service and hospitality excellence.
• Excellent written and verbal communication in English; additional languages a plus.
• Highly organized, able to multitask and prioritize under pressure.
• Strong interpersonal skills and problem solving abilities.
• Reliable, responsible and professional in all interactions.
• Experience in guest relations or luxury hotel settings preferred.
• Ability to handle multiple guest requests and complex issues smoothly.
• Proficient in Windows environment and Office tools.
• Knowledge of Opera Cloud PMS is advantageous.

Responsibilities

• Lead daily Guest Relations and Fairmont Gold Lounge operations.
• Ensure seamless guest experiences from pre-arrival through post-departure.
• Oversee VIP, GOLD, ALL members and repeat guest recognition.
• Review arrivals, departures, in-house guests, celebrations and special requests daily.
• Monitor lounge presentation, offerings, cleanliness and ambience.
• Coordinate personalized amenities and welcome communications.
• Drive guest recovery initiatives and issue resolution to closure.
• Conduct root-cause analysis of recurring complaints and actions.
• Promote guest satisfaction metrics and quality initiatives.
• Provide coaching and support to Front Office and Food & Beverage teams.

Skills

Guest service

Communication skills

Organizational skills

Interpersonal skills

Reliability

English fluency

Task management

Windows proficiency

Opera Cloud knowledge

Teamwork

Calm under pressure

Education

High school diploma or equivalent

Tools

Opera Cloud PMS

Microsoft Office (Word, Excel, PowerPoint)

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food & beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• Lead the daily Guest Relations and Fairmont Gold Lounge operations.
• Ensure seamless guest experiences from pre-arrival through post-departure.
• Oversee all VIP, Fairmont Gold, ALL members and repeat guest recognition.
• Review arrivals, departures, in-house guests, celebrations and Handle With Care guests daily.
• Ensure Fairmont Gold Lounge operates in accordance with Fairmont Brand Standards.
• Monitor lounge presentation, food & beverage offerings, cleanliness and ambience.
• Coordinate personalized amenities, welcome letters and special occasions.
• Lead guest recovery and service recovery initiatives following the Own It and Guest Recovery framework.
• Personally handle complex guest concerns and ensure timely follow-up until closure.
• Conduct root cause analysis of recurring guest complaints and implement corrective actions.
• Drive LQA, TrustYou, guest satisfaction and quality initiatives.
• Review guest feedback trends and share action plans with department heads.
• Conduct daily lobby, public area and Fairmont Gold inspections.
• Lead and coach the Guest Relations and Fairmont Gold teams through daily briefings and one-to-one coaching.
• Support recruitment, onboarding, training, performance management and succession planning.
• Drive ALL – Accor Live Limitless enrolments and member’s recognition.
• Promote upselling opportunities and support Rooms revenue initiatives.
• Maintain accurate guest profiles in Opera Cloud and ensure guest preferences are updated.
• Monitor ALICE/Royal Service guest requests and ensure timely completion.
• Coordinate closely with Front Office, Housekeeping, Engineering, Concierge, Security, Royal Service and Food & Beverage.
• Support emergency response and Manager on Duty responsibilities when assigned.
• Ensure compliance with hotel policies, cash handling procedures and key control.
• Promote health, safety, HACCP and security standards.
• Prepare operational reports, guest recovery summaries and quality analysis.
• Develop innovative guest experience initiatives aligned with Fairmont's 'Make Special Happen' philosophy.
• Perform any additional duties assigned by hotel management.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 2years previous proven managerialposition or equivalent in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera CloudProperty Management System an asset.
• Ability to work cohesively with fellow heartists as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.