Guest Relations Officer - VIP Services

Accor Group; Dubai; On-site; AED 44,640 - 66,960; Full time

Benefits offered by this job

Accor worldwide discounted hotel rates

Career development programs

Job summary

Accor Group is seeking a Guest Relations Officer - VIP Services in Dubai, United Arab Emirates. This role focuses on managing VIP arrivals, guest check-ins and check-outs, and personalizing service for an exceptional guest experience.

The ideal candidate will have a background in hospitality with at least one year of experience in a similar role, strong communication skills, and the ability to resolve guest issues elegantly. You will enjoy benefits including career growth and discounts on hotel stays.

Qualifications

• Fresher or minimum 1 year of experience in a similar guest relations or front office role.
• Previous experience in a 5-star hotel preferred.
• Excellent communication skills and a professional manner.

Responsibilities

• Prepare daily VIP arrivals and keep mise en place ready.
• Register guests and process check-in and check-out efficiently.
• Handle guest complaints and coordinate with departments for follow-up.

Skills

VIP guest handling

Guest relations

Front office operations

Check-in and check-out

Guest complaint handling

Service recovery

Education

University degree in Hotel Management

Job description

Guest Relations Officer - VIP Services Job Snapshot

Role: Guest Relations Officer - VIP Services

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Guest Services-Concierge

Experience: Fresher or minimum 1 year in a similar role in a 5-star hotel

Job Type: Full-time

Guest Relations Officer - VIP Services in Dubai, United Arab Emirates is a Hospitality hiring opportunity for a polished front office professional who can manage VIP arrivals, guest check-in and check-out, special requests, guest communication, complaint handling, and personalized service coordination. This role is ideal for a courteous and attentive candidate with strong hotel guest relations skills, excellent communication, and the ability to create memorable experiences for VIPs, MIPs, and hotel guests.

Job Details

Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Guest Services-Concierge
Salary: 4000-6000 (estimated range based on similar jobs in the city; please confirm the final offer with the employer.)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

The Guest Relations Officer - VIP Services supports the front office operation by preparing VIP arrivals, coordinating room allocation, arranging amenities, escorting guests, resolving concerns, and keeping close communication with housekeeping, food and beverage, bell desk, reservations, and hotel leadership. The position plays a direct role in guest satisfaction, service recovery, repeat business, and the overall luxury arrival and departure experience.

Key Responsibilities

• Prepare daily VIP arrivals by checking room allocation, guest preferences, amenities, special requests, and arrival details.
• Keep mise en place ready for VIP arrivals, including registration cards, room keys, welcome drinks, and required arrival documents.
• Register guests and process check‑in and check‑out for VIPs efficiently, accurately, and professionally.
• Escort VIP guests to their rooms and explain key room features, hotel facilities, and relevant services.
• Update guest information in the hotel system after completing the check‑in process.
• Handle cashiering duties, foreign exchange transactions, settlement procedures, and assigned night audit tasks.
• Manage walk‑in counter reservations and assist with call‑in reservations when the reservations section is closed.
• Provide friendly and courteous service to guests while responding quickly to requests, questions, and inquiries.
• Resolve guest complaints and requests by coordinating with the concerned department and ensuring immediate follow‑up.
• Issue guest room key cards carefully and maintain effective control procedures for guest security.
• Ensure guest messages, mails, parcels, and packages are delivered to rooms accurately and on time.
• Assist at the information counter, foreign exchange desk, and business center whenever assigned.
• Maintain knowledge of hotel rate codes, packages, market segmentation, discounts, and related handling procedures.
• Maintain regular contact with hotel guests to ensure problems, complaints, and service needs are handled efficiently and courteously.
• Follow up with the Bell Desk regarding shuttle bus timing, guest transport support, and luggage‑related coordination.
• Make daily courtesy calls to VIP rooms and selected guest rooms to check satisfaction and identify service needs.
• Report unusual occurrences, special requests, incidents, or guest concerns to the manager.
• Follow hotel accident prevention policies and remain alert to safety and security requirements.
• Maintain cleanliness, neatness, and professional presentation of the front office and guest relations area.
• Review the logbook, verify outstanding matters, and follow up on pending requests or special assignments.
• Check daily hotel situation, occupancy, functions, groups, VIP arrivals, VIP departures, and special guest movements.
• Re‑announce VIP rooms to Housekeeping and Food and Beverage teams to support smooth preparation.
• Confirm departure details for the current day and next day to ensure smooth guest handling.
• Arrange bouquets, cakes, cards, or other amenities for guest birthdays, anniversaries, and special occasions.
• Check VIP rooms after amenities are placed to ensure standards are met before guest arrival.
• Coordinate with the Lobby Manager regarding arrival and departure transport arrangements.
• File daily guest relations reports and supporting documents in an organized and systematic manner.
• Complete shift handover by communicating all important information required for smooth continuation of operations.
• Coordinate guest information with Front Office, Housekeeping, Food and Beverage, and the General Manager for MIPs and VIPs.
• Review guest comments daily and contact guests where required to support direct action and service recovery.
• Handle Front Office guest complaints in coordination with the Front Office Manager and take corrective action to prevent recurrence.
• Escalate important guest concerns to the General Manager when necessary and support actions that convert dissatisfied guests into repeat customers.

Ideal Profile

• University degree in Hotel Management or a related hospitality discipline.
• Fresher or minimum 1 year of experience in a similar guest relations, front office, VIP services, or hotel reception role.
• Previous experience in a 5‑star hotel is preferred, especially in guest relations or front office operations.
• Excellent communication skills with a courteous, empathetic, patient, and professional manner.
• Strong understanding of VIP guest handling, check‑in and check‑out procedures, guest preferences, and hotel service standards.
• Ability to coordinate smoothly with Front Office, Housekeeping, Food and Beverage, Bell Desk, Reservations, and management teams.
• Confident in handling guest complaints, special requests, sensitive situations, and service recovery with calm judgment.
• Comfortable with cashiering support, foreign exchange handling, guest records, room key control, and basic front office systems.
• Detail‑oriented approach to documentation, logbooks, guest reports, room checks, and arrival preparation.
• Well‑groomed, guest‑focused, and able to maintain a warm professional presence in a luxury hospitality environment.

Skills Set

• VIP guest handling
• Guest relations
• Front office operations
• Check-in and check-out
• Room allocation coordination
• Guest complaint handling
• Service recovery
• Guest courtesy calls
• VIP room inspection
• Amenity coordination
• Hotel reservations support
• Cashiering duties
• Foreign exchange transactions
• Night audit support
• Key card control
• Guest security awareness
• Logbook handover
• Guest report filing
• Bell desk coordination
• Housekeeping coordination
• Food and beverage coordination
• Transport arrangement support
• Luxury hotel service
• Guest communication
• Hospitality systems

Why Join Us

This role offers a meaningful opportunity for a Guest Relations Officer to grow in Dubai's Hospitality sector while gaining direct exposure to VIP service, front office operations, guest recovery, and luxury hotel coordination. The position is well suited for a professional who enjoys personalizing guest experiences, solving problems with care, and building a long-term career in hotel guest services. Employees can benefit from Accor worldwide discounted hotel rates, learning programs through Accor Academies, career development within the property and across international hotels, and opportunities to contribute to responsible hospitality initiatives such as Planet 21.

About the Company

Accor is a leading global hospitality group with hotels, resorts, restaurants, and lifestyle destinations across international markets. In Dubai, United Arab Emirates, Accor properties focus on warm guest experiences, professional service standards, responsible hospitality, and career growth for people building careers in front office, guest relations, rooms division, concierge services, and hotel operations.