Team Leader - Guest Relations (UAE National)

Kerzner International; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Flights home

Colleague discounts

Life insurance

Wellness program

Incentive program

Job summary

Kerzner International is seeking a Team Leader in Guest Relations for Atlantis The Royal in Dubai. The role focuses on delivering personalized service, building relationships with long-stay guests and VIPs, and coordinating with departments to fulfill special requests.

You will lead a team with Forbes Five Star guidelines, ensuring exceptional experiences and high guest satisfaction across all touchpoints. A strong, proactive leader will drive loyalty and memorable stays.

Qualifications

• At least 1 year frontline hotel experience in Guest Relations.
• Strong Forbes Five Star knowledge and service standards.
• Excellent communication and problem-solving skills.

Responsibilities

• Build relationships with long-stay guests, repeat visitors, and VIPs.
• Coordinate pre-arrival and arrival with special requests; update profiles.
• Monitor guest satisfaction and address issues during stay.
• Lead by example and coach teammates to deliver service excellence.
• Collaborate with departments to fulfill guest requests seamlessly.

Skills

Guest relationships

VIP service

Leadership

Communication

Forbes standards

Tools

Opera

Hotlynk

Sevenrooms

Hotsos

Job description

Team Leader - Guest Relations (UAE National)
( 21291 )

A part of Kerzner International, a global leader in luxury hospitality, Atlantis The Royal is the most ultra-luxury experiential resort in the world.

Crafted by the world’s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.

About The Role

As a Team Leader in Guest Relations, you will be responsible for delivering exceptional, personalized service to long-stay guests, repeat visitors, and VIPs staying in standard rooms. This role focuses on building strong relationships, anticipating guest needs, and ensuring a seamless and memorable stay. The Team Leader will collaborate with various departments to execute special requests, maintain guest satisfaction, and drive loyalty. This position requires a proactive, detail-oriented individual with strong leadership and interpersonal skills.

Key Duties and Responsibilities

• Guest Relationship Management:
• Build and maintain strong relationships with long-stay guests, repeat visitors, and VIPs staying in standard rooms.
• Anticipate and fulfil guest preferences, ensuring a personalized and memorable experience.
• Act as the primary point of contact for these guests, addressing their needs and concerns promptly and professionally.
• Pre-Arrival and Arrival Coordination:
• Handle pre-arrival communication, including emails and special requests, ensuring all arrangements are in place prior to guest arrival.
• Conduct room inspections for VIPs and ensure all preferences, special occasions, and welcome amenities are prepared according to company standards.
• Research guest information (e.g., via Google) to update profiles and inform relevant departments about special requests or preferences.
• In-Stay Experience:
• Monitor guest satisfaction during their stay, proactively addressing any issues and ensuring a high level of service.
• Perform daily rounds (e.g., breakfast, lunch, dinner) to gather guest feedback and act upon it accordingly.
• Oversee the in-house birthday report and ensure special attention is given to guests celebrating milestones.
• Coordinate with other departments to ensure seamless execution of guest requests and preferences.
• Post-Stay Engagement:
• Conduct departure calls to gather feedback, upsell hotel services (e.g., transportation, late check-outs), and encourage repeat visits.
• Drive guest reviews on platforms like TripAdvisor and ReviewPro, ensuring positive feedback and addressing any concerns.
• Administrative and Operational Tasks:
• Maintain accurate guest profiles and preferences in Opera, Hotlynk, Sevenrooms & Hotsos systems.
• Ensure all special arrangements and requests are documented and communicated effectively to relevant departments.
• Assist the Front Office team during peak hours, including rooming guests and handling check-in/out processes when necessary.
• Leadership and Team Collaboration:
• Lead by example, demonstrating Forbes Travel Guide standards and ensuring service excellence.
• Provide coaching and guidance to team members, fostering a culture of continuous improvement and exceptional service.
• Collaborate with other departments to ensure a cohesive guest experience.

About You

We are looking for candidates with at least 1 year prior hotel front line operations experience, ideally within Guest Relations, Front Services and VIP Services. You should have excellent understanding of Forbes Five Star guidelines and be able to deliver standard of service in line with the guide's principles. Ability to effectively communicate with all levels inside and outside the organization as well as proactive problem solving approach is necessary to succeed in this role.

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.

With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.