Luxury Guest Relations Specialist - VIP Service

FIVE Hotels & Resorts; Dubai; On-site; AED 20,000 - 24,000; Full time

Job summary

FIVE Hotels & Resorts in Dubai is seeking an energetic guest-facing professional for a frontline role in a Luxury Hotel environment. You will welcome guests, maintain a premium lobby presence, handle guest queries, and ensure a seamless arrival and departure experience with a can-do spirit and a focus on delivering exceptional service.

The role emphasizes guest engagement, VIP support, and cross-department collaboration to uphold the FIVE brand standards and create memorable experiences for all

Qualifications

• A proven track record of 1-2 years in a Luxury Hotel environment in a similar role is an Advantage.
• An elevated and energetic Conversationalist, engaging Guests with lively discussions.
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
• The ability to focus on Guests’ Needs, with a calm and courteous attitude that reflects the ‘Vibe at FIVE.’
• Finds Creative Solutions and takes Ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow ‘FIVERs.’
• Becomes an integral part of the FIVE Tribe, constantly pushing boundaries and setting new standards as a dedicated FIVER.

Responsibilities

• Welcomes and bids farewell to guests Warmly and Courteously, ensuring a memorable Arrival and Departure Experience.
• Maintains a ‘FIVE-Styled’ Presence in the hotel lobby, actively engaging with New and Current Guests.
• Handles Guest Complaints promptly and Follows Up diligently, ensuring Efficient Resolution in case of any concerns or issues.
• Solicits feedback from guests to continuously improve services and facilities.
• Ensures Personal Recognition for Guests whenever possible, offering customised and tailor-made Service and Attention.
• Escorts VIP Guests to their allocated rooms, providing Detailed Information on facilities, events, and special offers.
• Inspects VIP room Status and Amenities, ensuring a ‘FIVE-Star’ Setup prior to the Guests' arrival.
• Collaborates with the Front Office Team to ensure a Seamless and ‘FIVE-Styled’ Service for Guests.
• Reviews and prepares Arrival Reports for the GC, VIPs, and Guests with Special Status, Highlighting Pertinent Information for management and related functions.
• Fosters Clear Communication and Next-level Collaboration between the Concierge, Front Office, and Reservations.
• Coordinates the preparation and distribution of Guest Amenities, Welcome Letters, and Fruit Setups for VIPs, GC, and long-stay guests.
• Reports Daily Activities in the logbook and actively participates in daily Operations Briefings to ensure well-coordinated service.
• Adheres to FIVE’s Health, Safety, and Hygiene Regulations at all times.
• Builds and demonstrates familiarity with the Group's Emergency Procedures.
• Conducts daily Courtesy Calls and meticulously executes Performance Monitor tasks, maintaining Boundary-Breaking standards of service.
• Regularly updates Guest History with accurate and relevant information to offer a Curated and Personalised guest experience.
• Actively promotes Inter-Hotel Sales, In-House Facilities, and awareness of Events, Food and Beverage outlets, and Special Promotions.
• Performs additional duties as assigned by the Service Manager.
• Provides a proper Handover at the end of each shift, ensuring a Smooth Transition for the next shift.

Skills

Hotel experience

Conversational skills

Energetic demeanor

Hands-on attitude

Guest-focused service

Creative problem solving

Teamwork

Brand representation

Job description

FIVE Hotels & Resorts in Dubai is seeking an energetic guest-facing professional for a frontline role in a Luxury Hotel environment. You will welcome guests, maintain a premium lobby presence, handle guest queries, and ensure a seamless arrival and departure experience with a can-do spirit and a focus on delivering exceptional service.

The role emphasizes guest engagement, VIP support, and cross-department collaboration to uphold the FIVE brand standards and create memorable experiences for all