VIP Guest Experience Supervisor

Mandarin Oriental; Dubai; On-site; AED 167,400 - 256,680; Full time

Benefits offered by this job

MOstay

Learning & Development

Wellbeing program

Duty transportation

Duty meals

Competitive salary

Job summary

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Supervisor to lead the Guest Relations team and elevate VIP guest experiences. You will coordinate with Housekeeping, Spa, Concierge and other departments to deliver seamless service and anticipate guest needs, including luggage, amenities and suite orientation.

Based in Dubai, you will mentor colleagues, handle guest requests with integrity, and uphold the hotel’s Legendary Quality Experiences.

Qualifications

• Senior School qualification with 2+ years in a 5-star hotel and at least 1 year in Guest Relations or Butler services.
• Experience in hotel pre-opening and Middle East region is advantageous.
• Proficient in Microsoft Office, PSMS and front office software.
• Strong verbal and written communication, problem-solving and interpersonal skills.
• Excellent organizational abilities with attention to detail and multitasking.
• Able to stand for extended periods and work varied shifts, including evenings/weekends/holidays.

Responsibilities

• Ensures VIP rooms are prepared to guest preferences and anticipates needs throughout the stay.
• Collaborates with Housekeeping, Spa and Concierge to fulfil guest needs and ensure seamless service.
• Engages warmly with guests, manages expectations, addresses complaints, and delivers memorable experiences.
• Conducts check-ins/check-outs, inventories guest supplies and upholds hotel policies.
• Fosters teamwork, provides coaching and feedback, handles conflicts, and participates in meetings for improvement.
• Promotes a culture of excellence aligned with the hotel’s Legendary Quality Experiences (LQEs).

Skills

Guest relations

Communication

Problem solving

Interpersonal skills

Microsoft Office

Education

Senior School qualification

Tools

PSMS

Job description

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Supervisor to lead the Guest Relations team and elevate VIP guest experiences. You will coordinate with Housekeeping, Spa, Concierge and other departments to deliver seamless service and anticipate guest needs, including luggage, amenities and suite orientation.

Based in Dubai, you will mentor colleagues, handle guest requests with integrity, and uphold the hotel’s Legendary Quality Experiences.