VIP Guest Experience Supervisor

Mandarin Oriental Hotel Group Limited; Dubai; On-site; AED 89,280 - 133,920; Full time

Benefits offered by this job

MOstay

Health & Colleague Wellness

Colleague Comfort and Convenience

Competitive Salary and Benefits

Job summary

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Supervisor to support and execute operations within the Guest Relations team. The role focuses on elevating guest experiences, managing VIP and club guest services, and ensuring seamless coordination with Housekeeping, Spa, and Concierge.

The successful candidate will supervise guest relations tasks, handle special requests, and contribute to continuous service improvements while upholding the hotel’s Legendary Quality Experiences.

Qualifications

• Senior School qualification with at least 2 years of experience in a 5-star hotel, including a minimum of 1 year in Guest Relations or Butler services.
• Advantageous to have prior experience in hotel pre-opening and working in the Middle East region.
• Proficient in Microsoft Office, PSMS, and other relevant front office software.

Responsibilities

• Ensures VIP rooms are prepared to guest preferences, attends to special requests, and anticipates needs throughout the stay, including handling luggage, amenities, and suite orientation.
• Collaborates with departments (Housekeeping, Spa, Concierge) to fulfill guest needs and ensure seamless service, including proper shift handovers and using Alice App.
• Engages warmly with guests, manages expectations, addresses complaints, and delivers memorable, personalized experiences.
• Conducts check-ins/check-outs, maintains inventory of guest supplies and amenities, and upholds hotel policies and standards.
• Fosters teamwork, provides coaching and feedback, handles conflicts, and participates in meetings to drive service improvement.
• Promotes a culture of excellence aligned with the hotel’s Legendary Quality Experiences (LQEs).

Skills

Microsoft Office

PSMS

Education

Senior School qualification

Tools

Front office software

Job description

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Supervisor to support and execute operations within the Guest Relations team. The role focuses on elevating guest experiences, managing VIP and club guest services, and ensuring seamless coordination with Housekeeping, Spa, and Concierge.

The successful candidate will supervise guest relations tasks, handle special requests, and contribute to continuous service improvements while upholding the hotel’s Legendary Quality Experiences.