Guest Relations Manager - Jumeirah Dar Al Masyaf

Jumeirah; Dubai; On-site; AED 240,000 - 360,000; Full time

Benefits offered by this job

Company-provided shared accommodation

Colleague discounts on food, beverage,

Healthcare and life insurance

Paid annual leave and flights home

Learning & development opportunities

Job summary

Jumeirah Dar Al Masyaf in Dubai is seeking a Guest Relations Manager to lead VIP guest experiences, coordinate with departments, and uphold luxury service standards.

The ideal candidate has at least 5 years of leadership in Front Office or Guest Relations in a luxury hotel, a hospitality degree, strong coaching skills, and a track record of resolving elevated guest concerns.

Qualifications

• Minimum 5 years of experience in leading Front Office or Guest Relations in Luxury Hotel.
• Proven ability to lead, coach, and develop high-performing teams while fostering a culture of service excellence.
• Proven ability to manage VIP guest arrivals and deliver exceptional service while resolving guest complaints of varying complexity.

Responsibilities

• Present updates on VIP arrivals, departures, and itineraries in daily operational meetings, and ensure the team is updated accordingly.
• Conduct pre-arrival checks for VIP guests by coordinating with relevant departments, gathering pertinent data, and providing necessary GRE support.
• Manage VIP guest experiences, coordinating with departments to ensure smooth operations for arrivals and departures, handling billing, and monitoring the overall guest experience.
• Lead, motivate, and develop the team, maximizing productivity, guest satisfaction, and departmental performance, including managing performance through role plays and tests based on SOPs.
• Conduct regular quality checks to maintain Jumeirah and LQA standards, analyze mystery customer information, and develop corrective actions. Identify training needs and ensure training plans are implemented.
• Oversee overtime, vacation plans, duty rosters, and staffing requirements. Monitor costs, manage cash float, follow up on guest credit limits, and ensure financial policies are followed.

Skills

Front Office leadership

Guest relations

VIP guest handling

Team development

Customer service

Education

Hospitality degree / diploma

Job description

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 29 properties across 11 countries in the Middle East, Europe, and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and exclusive residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

About Madinat Jumeirah

Set along a two-kilometre stretch of private coastline, Madinat Jumeirah is a beachfront resort comprising four distinctive hotels. Each offers uninterrupted views of the Arabian Gulf and the iconic Jumeirah Burj Al Arab, with experiences ranging from the contemporary elegance of Jumeirah Al Naseem to the majestic Arabesque charm of Jumeirah Al Qasr. Guests can also enjoy the serene waterfront setting of Jumeirah Mina Al Salam and the secluded Arabian houses of Jumeirah Dar Al Masyaf. Together, they form a one-of-a-kind destination rooted in Arabian luxury hospitality. The resort features over 20 curated restaurants and lounges, the traditional Souk Madinat Jumeirah, dedicated kids' clubs and some of the region’s most versatile event and conference spaces.

About the Job

An exciting opportunity has arisen for a Guest Relations Manager tojoin Jumeirah Dar Al Masyaf.

The main duties and responsibilities of this role include:

• Present updates on VIP arrivals, departures, and itineraries in daily operational meetings, and ensure the team is updated accordingly.
• Conduct pre-arrival checks for VIP guests by coordinating with relevant departments, gathering pertinent data, and providing necessary Guest Relations Executive (GRE) support.
• Manage VIP guest experiences, coordinating with departments to ensure smooth operations for arrivals and departures, handling billing, and monitoring the overall guest experience.
• Lead, motivate, and develop the team, maximizing productivity, guest satisfaction, and departmental performance, including managing performance through role plays and tests based on SOPs.
• Conduct regular quality checks to maintain Jumeirah and LQA standards, analyze mystery customer information, and develop corrective actions. Identify training needs and ensure training plans are implemented.
• Oversee overtime, vacation plans, duty rosters, and staffing requirements. Monitor costs, manage cash float, follow up on guest credit limits, and ensure financial policies are followed.

About You

The ideal candidate for this position will have the following experience and qualifications:

• Minimum 5 years of experience in leading Front Office or Guest Relations in Luxury Hotel
• Proven ability to lead, coach, and develop high-performing teams while fostering a culture of service excellence.
• Proven ability to manage VIP guest arrivals and deliver exceptional service while effectively handling and resolving guest complaints of varying complexity.
• Degree or Diploma in Hospitality Management, Business Administration, or a related field preferred.

About the Benefits

At Jumeirah, we are dedicated to fostering a workplace where colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.

Benefits include:

• Supportive and inclusive work environment
• Access to Learning & Development programmes and clear career pathways
• Opportunities for internal mobility within our global network
• Colleague discounts on food, beverage, and hotel stays worldwide
• Company-provided shared accommodation
• Comprehensive healthcare and life insurance coverage
• Paid annual leave and flight from your home country
• Performance-based incentives tailored to your role
• Competitive tax-free salary paid in UAE Dirhams (AED)