Guest Relations Manager

2 weeks ago


Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Position**: Guest Relations Manager - Mandarin Oriental Downtown, Dubai (Full time #539497)

**Property / Office**: Mandarin Oriental Downtown, Dubai

**Location**: Dubai, United Arab Emirates

**Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.**

**With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.**

**Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.**

The Guest Relations Manager will be the key liaison between the Hotel and its Guests - meet, greet and escort all VIP guests. As the Guest Relations Manager, you will be responsible to ensure every guest experience exceeds expectations, from a smooth arrival to a fond farewell.

**Key Responsibilities**:

- Oversee all guest relations operations, including but not limited to, VIP check-in/check-out procedures, guest inquiries, reservations, and concierge services, to ensure a seamless VIP guest service
- Anticipate guests' needs and preferences, providing personalized recommendations and arranging special amenities or services as required
- Foster strong relationships with repeat guests, VIPs and corporate clients, ensuring loyalty and satisfaction
- Lead and inspire Guest Relations colleagues to deliver exceptional service and uphold MO standards of excellence
- Monitor and analyze key performance metrics, such as guest satisfaction scores, guest database audit, etc., to identify areas for improvement and implement strategies or initiatives for enhancement
- Implement and uphold hotel policies and procedures to ensure compliance with industry standards and regulations
- Collaborate with other departments to coordinate guest services and resolve any issues or requests
- Foster a culture of professionalism among front office staff through training, mentoring, and performance management.
- Stay abreast of industry trends and best practices to continuously elevate the guest experience and drive innovation within the front office department

**Skills and Qualifications**:

- Minimum 3 years' experience working in a luxury hotel environment. Middle East experience is an advantage.
- Minimum of 2 years of Front Office/ Guest Relations/ Butler experience in luxury hotels. A hotel pre-opening experience is an advantage.
- Proficiency in relevant hotel management software and technology platforms used in the hospitality industry, with a commitment to leveraging technology to enhance guest experiences; prior experience with PSMS is an advantage.
- Proven leadership abilities, with a track record of effectively managing and inspiring teams to deliver exceptional service and exceed performance targets.
- Exceptional communication and interpersonal skills, with fluency in English and the ability to connect with guests from diverse backgrounds. Fluency in Arabic and other languages is a definite advantage.
- Strong organizational skills and attention to detail, with the ability to multitask, prioritize, and thrive in a fast-paced environment.
- Flexibility to work a variety of shifts, including evenings, weekends, and holidays, as per business needs

**Advertised**: 24 May 2024 Arabian Standard Time
**Applications close**: 31 May 2024 Arabian Standard Time



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