Guest Relations Officer

Grosvenor House Dubai and Le Royal Meridien Beach Resort & Spa; Dubai; On-site; AED 45,000 - 67,000; Full time

Job summary

The Luxury Collection by Marriott International in Dubai is seeking a Guest Relations Officer to welcome guests, respond to inquiries, and deliver memorable service across the guest journey.

The role involves coordinating with hotel departments, managing guest feedback, and offering recommendations on services and local attractions, all while upholding the brand's high standards of hospitality and professionalism.

Qualifications

• Education: High school diploma or GED.
• Experience in guest relations, front office, customer service, hospitality, or related field preferred.
• No supervisory experience required.
• Proficiency in English; additional languages are a plus.

Responsibilities

• Welcome guests and anticipate their needs.
• Handle guest requests and concerns promptly.
• Coordinate with operational departments to fulfill requests.
• Manage guest feedback and respond to reviews.
• Provide recommendations on hotel services and local attractions.
• Maintain professional appearance and uphold standards for guest interactions.

Skills

Interpersonal skills

Guest engagement

Communication skills

Problem solving

Conflict resolution

Organizational skills

Hotel operations

Flexible schedules

English proficiency

Multilingual

Education

High school diploma

Job description

Position Summary

Our jobs aren't just about responding to guest inquiries. Instead, we want to create experiences that are memorable, personalized, and meaningful. Our Guest Relations Officers take the initiative to build strong guest connections and deliver exceptional service throughout every stage of the guest journey. They are empowered to anticipate needs, resolve concerns, and create positive experiences that exceed expectations.

Whether welcoming guests, handling requests and concerns, coordinating with operational departments, managing guest feedback, or providing recommendations about hotel services and local attractions, the Guest Relations Officer plays a key role in enhancing guest satisfaction and loyalty. They serve as a trusted point of contact, ensuring every interaction reflects the highest standards of hospitality and professionalism.

No matter what position you are in, there are a few things that are critical to success: creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Relations Officers are expected to be highly visible throughout the property, engaging with guests, responding to service needs, and collaborating with associates across departments. Performing these responsibilities successfully and consistently is critical to delivering outstanding guest experiences and supporting business goals every day.

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Previous experience in guest relations, front office, customer service, hospitality, or a related field preferred.

Supervisory Experience: No supervisory experience.

License or Certification: None.

Preferred Skills

• Strong interpersonal and guest engagement skills
• Excellent verbal and written communication abilities
• Problem-solving and conflict-resolution skills
• Ability to handle guest concerns professionally and efficiently
• Strong organizational and multitasking capabilities
• Knowledge of hotel operations and guest service standards
• Ability to work flexible schedules, including evenings, weekends, and holidays
• Proficiency in spoken and written English; additional languages are an advantage

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.