Guest Relations Manager

Ennismore; United Arab Emirates; On-site; AED 201,000 - 335,000; Full time

Job summary

Rixos seeks an experienced Guest Relations leader to deliver exceptional service for VIPs and all guests. You will manage guest relations operations, oversee front office guest-facing areas, and ensure flawless service that upholds the brand’s luxury standards.

The role requires 5–7 years in a luxury 5-star hotel, strong leadership, and multilingual communication, with English essential and Russian/Arabic a plus. Flexible hours and cross-department collaboration are expected.

Qualifications

• Diploma or Degree in Hospitality or a related field.
• Minimum 5–7 years of experience in a luxury 5-star hotel.
• Strong multilingual communication, including English; Russian and/or Arabic are strong advantages.
• Background in Guest Relations, Front Office, VIP handling and service recovery.
• Proven leadership and guest engagement skills.

Responsibilities

• Oversee guest journey from arrival to departure with personalized welcomes and goodbyes.
• Manage guest relations to address concerns and deliver personalized service.
• Supervise Guest Relations staff including supervisors and lobby hostesses.
• Coordinate VIP services and amenities to meet high standards.
• Participate in management meetings and collaborate with operations on action plans.
• Train and mentor team to sustain high guest satisfaction and brand standards.

Skills

Guest Relations

Front Office operations

VIP handling

Service recovery

Multilingual communication

Education

Hospitality Diploma/Degree

Job description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

Essential Functions

Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure.

Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations.

Oversee Front Office guest-facing areas, including supervision of Guest Relation Supervisors, Guest Relation Agents, and Lobby Hostesses.

Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotel’s service and hospitality standards.

Act as a key contributor to service excellence, guest loyalty, and brand reputation.

Main Duties and Responsibilities

Guest Experience Management

Oversee the full guest journey from arrival to departure, including personalized welcome, farewell, and feedback collection.

Develop and implement guest experience initiatives to enhance overall guest satisfaction.

Maintain detailed knowledge of daily activities, city attractions, transportation, and local services to assist guests effectively.

Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution.

Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team.

Complaints Handling & Service Recovery

Handle escalated guest complaints efficiently with proper follow-up and documentation.

Review Service Recovery reports, Duty Manager/Night Manager logs, and implement corrective actions where required.

Guide the team in resolving guest concerns based on empowerment guidelines.

Participate in management meetings, present guest issues, and collaborate with operations teams on action plans.

VIP Relations

Coordinate special services and amenities for VIP guests, ensuring preferences are met to the highest standards.

Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM.

Supervise VIP room blocking, follow up on special requests, escort VIPs, conduct in-room check-ins when required, and spot-check VIP rooms.

Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline.

Promote upselling based on service excellence and ethical practices.

Conduct effective shift briefings to communicate operational requirements and hotel activities.

Ensure staff comply with greeting standards and complaint-handling procedures.

Train, coach, and mentor Guest Relations team members to enhance performance and guest impressions.

Conduct regular team meetings and performance evaluations to sustain a motivated, high-performing team.

Work closely with all hotel departments to ensure seamless service delivery.

Coordinate with the F&B team to ensure smooth restaurant reservation processes.

Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems.

Feedback & Brand Management

Collect, analyze, and report guest feedback and satisfaction metrics.

Recommend improvements in service delivery and guest relations aligned with TRUST YOU Score.

Ensure guest reviews on social media platforms are responded to within 24 hours.

Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas.

Qualifications

• Diploma or Degree in Hospitality or a relatedfield.
• Minimum 5–7 years of experience in a luxury5-starhotel environment.
• Strong multilingual communication skills, including proficiency in English, with the ability to communicate effectively in Russian, and/or Arabic, are considered a strong advantage.
• Strong background in Guest Relations, Front Office operations, VIP handling, and service recovery.
• Proven leadership, communication, and guest engagement skills, with the ability to manage teams and deliver exceptional guest experiences.

Additional Information

• Willingness to work flexible hours, including weekends, public holidays, and peak operational periods, as required by hotel operations.
• Ability to work in a fast-paced, guest-centric luxury environment while maintaining professionalism and service excellence.
• Strong attention to detail, problem-solving skills, and the ability to handle sensitive situations with discretion and confidence.
• Commitment to upholding brand standards, hotel policies, and applicable health, safety, and quality requirements.
• Collaborative mindset with the ability to work effectively across departments to enhance the overall guest experience.