Luxury Guest Experience Specialist

Hyatt Hotels Corporation; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Hotel discounts

Staff meals

Job summary

Hyatt Centric Jumeirah Dubai is seeking a Guest Relations Executive to create memorable experiences by delivering personalized service throughout the guest journey. You will be a key contact for guests, ensuring needs are anticipated and exceeded while upholding Hyatt's standards of service excellence.

The role requires strong communication, attention to detail, and a genuine passion for hospitality. Experience in luxury hotels and fluency in English are preferred; other languages are an

Qualifications

• Diploma or degree in Hospitality Management or related field.
• Experience in Guest Relations or Front Office in luxury hotels.
• Excellent communication and problem-solving skills.
• Fluency in English; other languages a plus.
• Proficiency in MS Office and hotel PMS.

Responsibilities

• Deliver personalized, high-standard guest experiences throughout the stay.
• Act as main contact for VIPs and special occasions, ensuring satisfaction.
• Monitor guest feedback and coordinate responses with relevant departments.
• Support Front Office operations including cashiering and records.
• Maintain accurate guest profiles and service recovery records.
• Uphold Hyatt standards and safety policies.

Skills

Guest relations

Communication skills

Problem-solving

Multi-tasking

Team collaboration

Education

Hospitality-related degree

Tools

PMS software

Job description

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"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally."

Hyatt Centric Jumeirah Dubai is a lifestyle hotel designed for modern travelers seeking authentic local experiences. Located in the heart of Dubai, we are dedicated to delivering memorable guest experiences through exceptional service, innovation, and genuine hospitality.

Summary

As a Guest Relations Executive, you will be responsible for creating memorable guest experiences by delivering personalized service throughout the guest journey. You will act as a key contact for guests, ensuring their needs are anticipated and exceeded while maintaining Hyatt's standards of service excellence. This role requires strong communication skills, attention to detail, and a genuine passion for hospitality.

Key Responsibilities

• Deliver the Hyatt brand promise and provide exceptional guest service at all times, ensuring memorable and personalized experiences for all guests.
• Build strong relationships with guests, anticipate their needs, and handle inquiries, requests, feedback, and complaints in a courteous, professional, and efficient manner.
• Serve as a key point of contact for VIP guests, special occasions, and guest recognition initiatives to enhance overall guest satisfaction.
• Monitor guest feedback across online review platforms, OTAs, Medallia, and other reputation channels, ensuring timely, personalized, and brand-aligned responses.
• Escalate urgent or high-impact guest concerns to management and follow through to ensure satisfactory resolution.
• Encourage guest feedback and identify opportunities to increase positive online reviews while adhering to platform guidelines and company standards.
• Analyze guest feedback trends and share insights with relevant departments to support continuous improvement in service delivery and guest satisfaction.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless service and effective guest issue resolution.
• Ensure Hyatt brand standards, guest experience initiatives, and operational procedures are consistently implemented.
• Support daily Front Office operations, including cashiering responsibilities, cash handling procedures, and maintaining accurate records where required.
• Assist in inventory control and the maintenance of operating equipment and hotel assets.
• Maintain a visible presence in the lobby during peak periods to engage with guests and provide immediate assistance when needed.
• Support team development through coaching, training, and sharing guest feedback to enhance service standards across departments.
• Maintain accurate guest profiles, preferences, and service recovery records within hotel systems.
• Ensure compliance with all hotel policies, financial procedures, health and safety regulations, and local legislative requirements.
• Maintain a professional appearance, uphold Hyatt's Values and Culture Characteristics, and demonstrate flexibility in supporting operational and guest service needs across the hotel.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Previous experience in Guest Relations, Front Office, or a similar guest-facing role within a luxury hotel environment.
• Strong understanding of online reputation management platforms, guest feedback systems, and service recovery practices is an advantage.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in English is required; additional languages are an advantage.
• Proficiency in Microsoft Office applications and hotel property management systems.
• Strong organizational skills with the ability to multitask in a fast-paced environment.

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