Guest Relations Officer

AccorHotels Middle East; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai seeks a Guest Relations Manager to oversee and direct all aspects of guest relations, ensuring maximum satisfaction. Responsibilities include welcoming VIP guests, handling guest complaints, and promoting hotel services. The ideal candidate possesses strong communication skills and at least 2 years of guest relations experience within a four or five-star hotel. Join us for a career where you can thrive in a dynamic, multicultural environment.

Qualifications

• Minimum 2 years Guest Relations experience preferably in a four or five star hotel.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention.
• Meet and greet VIP guests personally.
• Handle guest complaints and refer them as necessary.

Skills

Strong written and verbal communication skills in English

Ability to work cohesively with co-workers

Ability to promote positive relations with guests

Education

Degree from School for Tourism & Hotel Management

Job description

Company Description

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

Job Description

Purpose of Position

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations
• Prepare compendiums prior guest arrival and check‑into system if necessary
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter‑Hotel sales and in‑house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Club staff to facilitate communications and smooth operations
• Adhere to OH&S policies and procedures
• Perform related duties and special projects assigned

Qualifications

Personal Attributes

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co‑workers as part of a multi‑cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

Education & Experience

• Degree from School for Tourism & Hotel Management
• Minimum 2 years Guest Relations experience preferably in a four or five star hotel

Additional Information

Raffles Dubai, Sheikh Rashid Road, Wafi, 121800 Dubai, United Arab Emirates