Assistant Guest Relations Manager

3 weeks ago

Dubai, Dubai, United Arab Emirates Jumeirah Full time

About Jumeirah & the Hotel

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 28 properties across the Middle East, Europe and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

Madinat Jumeirah, Jumeirah's mega-resort is home to four ultra-luxurious hotels – Jumeirah Al Naseem, Jumeirah Al Qasr, Jumeirah Mina Al Salam and Jumeirah Dar Al Masyaf – all nestled within 3km of picturesque waterways connected by traditional abras. The megaresort boasts 2km of pristine beach, the award-winning Talise Spa and state-of-the-art fitness and leisure facilities, as well as exclusive accommodations ranging from penthouses and suites to private summerhouse experiences with unrivalled benefits including a leading conference and banqueting centre. Madinat Jumeirah is also home to over 50 world-class restaurants and bars, as well as a traditional souk featuring Arabian shopping stands, barrows and stalls with a blend of boutique brands, souvenir gift shops, and luxury fashion and jewellery outlets.

About the Job:

An opportunity has arisen for an Assistant Guest Relations Manager in Jumeirah Al Naseem. The main duties and responsibilities of this role:

  1. Conduct pre-arrival checks by coordinating with relevant departments, gathering necessary data, and submitting the VIP flag form to ensure a seamless arrival experience.
  2. Monitor VIP facilities and perform last-minute inspections of suites to ensure they are in excellent condition before the guest's arrival.
  3. Oversee VIP guest experiences, coordinate with departments for smooth arrivals and departures, manage billing, and ensure a seamless stay.
  4. Conduct VIP courtesy visits or calls before departure, offer express check-out, and personally meet guests to gather feedback on their stay.
  5. Update guest reservations with collected information, ensuring preferences and allocations are met for a personalized experience.
  6. Personally meet and assist all Platinum and Gold members of the Jumeirah One Loyalty Program, providing them with a direct connection to Guest Relations.
  7. Recognize repeat and important guests, build rapport, document preferences, and proactively anticipate their needs.
  8. Supervise the team to ensure guest complaints are logged and feedback is managed efficiently while maintaining open communication with related departments.
  9. Lead and develop the team by monitoring performance, conducting role plays, overseeing quality checks, managing schedules, and ensuring compliance with company policies, training plans, and service standards.

About You:

The ideal candidate for this position will have the following experience and qualifications:

  1. Two years of experience leading a Guest Relations team in a luxury resort.
  2. Fluent in English and Russian languages.
  3. Strong knowledge of Microsoft Office products, Opera PMS (Cloud), HotSoS, and Sevenrooms.
  4. Demonstrated ability to perform tasks with meticulous attention to detail, coupled with effective organizational skills for handling multiple responsibilities.

About the Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, accommodation, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.

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