805 Guest Relations jobs in the United Arab Emirates

The Role: Guest Relations Officer

Are you an independent, resourceful individual with a flair for delivering world-class customer service? Are you keen to be a pivotal figure in a rapidly growing scale-up? SmartStay is seeking a passionate Guest Relations Officer (GRO) who embodies these traits and more!

Responsibilities:

• Serve as our esteemed guests' principal point of contact, ensuring their comfort, satisfaction, and safety throughout their stay.
• Manage pre-arrival and post-stay guest communications via various channels, including phone, email, and WhatsApp.
• Inspect properties between all bookings to confirm they meet SmartStay's high-quality standards.
• Address any potential issues, coordinating with our service providers as necessary.
• Ensure smooth check-ins by registering all guests through the Building Management and DTCM portal.
• Handle guest bookings across prominent platforms such as Airbnb and Booking.com.

Qualifications:

• Exceptional communication skills in English; proficiency in Arabic is a bonus.
• Experience with Airbnb, Booking.com, DTCM Portal, and Building Management platforms like Emaar's Sakani is an advantage.
• Must be an independent worker with a flexible mindset, as the business operates on a 24/7 basis.
• Strong attention to detail, time management, and organizational skills.

What We Offer:

• Competitive salary package, with bonuses tied to guest satisfaction and company growth.
• Opportunity to work with international guests and manage some of Dubai's most iconic properties.
• A dynamic work atmosphere with minimal hierarchy, offering room for your innovative ideas.
• A close-knit team focused on achieving collective growth and excellence

Ultimate Stay Vacation Homes Rental is a rapidly growing full-service property management company that connects premium property owners with quality guests from around the world. Our vision is to bridge the gap in luxurious hospitality by providing a trusted and reliable connection between quality guests and premium property owners. In the heart of what we do, always lies the highest level of service and excellence of Client’s experience. We firmly believe that unforgettable memories are created in unforgettable environments.

The Company's Leadership encompasses top universities graduates (e.g. CBS, CEMS, LBS) and professionals (e.g. Bain, BCG, UBS) that leverage their business, real estate and traveling experience to transform the hospitality industry in Dubai, through excellent customer service, cutting-edge technology application, and thought leadership.

Ultimate Stay is looking for an enthusiastic, strong and proactive leader to join our team as Guest Relations Executive to handle all guest related topics needed to run a successful holiday home rental in Dubai. A successful candidate in this role has excellent communication skills, is extremely organized, and has unparalleled attention to detail. Ultimately, the candidate must take full responsibility for guest experience starting from guest inquiries and going all the way through pre-check-in, in-stay, pre-check-out up to the post check-out communication with the ultimate goal of 10/10 or 5/5 reviews and a returning guest.

The job is ideal for someone looking for mostly remote work within Dubai. It requires occasional visits to properties to support guest or property related activities.

• Be the main point of contact with potential, existing and future guests as well as suppliers.
• Respond to booking inquiries.
• Lead pre-check-in communication focused on gathering traveling documents and setting up a smooth self-check-in process.
• Assist in self-check-in if required.
• Attend to in-stay inquiries.
• Monitor guest satisfaction.
• Manage difficult communications with valued guests who are unsatisfied with the service, product or resolution offered.
• Schedule and coordinate check-out and mid-stay cleanings.
• Process claims, lost and found, returns, etc.
• Request and reply to guest reviews.
• Meet and greet VIP / special assistance guests.
• Collect and deposit cash for occasional cash guests.
• Conduct occasional property inspections to identify guest pain points.
• Identify areas for improvement based on guests feedback and develop and implement corresponding initiatives.
• Secure compliance with DTCM reporting requirements and taxes.
• Codify all the related know-how (e.g. property manuals).
• When needed, roll up the sleeves and perform housekeeping and maintenance duties.
• Work on other tasks as required (e.g. property onboarding).
• Desire to be a part of a growth story with one of the fastest growing companies in the sector.
• Excited to work hand-in-hand with the founding team and receive coaching offered by the Leadership.
• Professionalism in all forms of communications such as email, phone calls, video calls and texts.
• Ability to work well under pressure in an agile, fast-paced environment.
• Excellent time management skills with the ability to change activity frequently and cope with interruptions and multitasking.
• Very orderly approach and familiarity with processes, checklists, etc.
• High responsiveness and reliability.
• Strong attention to detail.
• Guest-first approach.
• Exceptional interpersonal skills.
• Creative talents and the ability to solve tough problems on the fly without having to seek assistance.
• Desire to grow and learn new things.
• Technical computer skills required on all forms of hardware (laptops, tablets, mobile devices) and software (shared folders, GSuite, Microsoft Suite).
• Proficiency in collaborative cloud applications.
• Availability to work 6 days a week, early mornings and evenings as needed.
• Accommodation in central location of Dubai is a must.
• Prior hospitality or customer service experience is preferred.
• English is a must, proficiency in other of the widely spoken languages in the UAE, especially Russian and Arabic are a plus.
• Experience with a Property Management System, especially Avantio, and Airbnb / Booking.com is a plus.
• Adherence to all company policies and procedures.
• Driving license valid in the UAE is a must.
• Traveling between properties in Dubai is needed and it is preferred that the candidate has own reliable transportation.
• Comfortable with remote work style (~1 month on-site training, followed by mostly remote work with occasional property visits, with biweekly team meet-ups).

• Up to 7,000 AED/month (incl. transportation allowance in case of own mean of transportation and review based variable remuneration).
• Company SIM, phone, laptop.
• Vacation days package and annual return flight home.

• Competitive Salary
• Duty Meals provided; breakfast/lunch/dinner/midnight meal + coffee breaks
• Vacation tickets /benefits provided by the hotel
• Medical Insurance Provided
  

• Lead and inspire the front office team to deliver exceptional customer service
• Manage guest inquiries, special requests, and complaints with professionalism and empathy
• Oversee the check-in and check-out processes, ensuring efficiency and guest satisfaction
• Coordinate with other departments to fulfill guest needs and resolve any issues promptly
• Implement and maintain guest loyalty programs to encourage repeat visits
• Monitor and analyze guest feedback to continuously improve service quality
• Organize and conduct regular team meetings and training sessions
• Manage VIP guest arrivals and ensure personalized experiences
• Develop and maintain relationships with key partners and local businesses
• Stay informed about local attractions and services to provide expert recommendations to guests
• Ensure compliance with hotel policies, procedures, and safety regulations
• Participate in the development and implementation of marketing strategies to enhance guest experience.
  

• Proven leadership experience in front office operations within a luxury hotel environment
• Strong knowledge of Opera PMS or equivalent property management systems
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English and additional languages are asset. (Russian/Arabic)
• Exceptional interpersonal and communication skills with a customer-centric approach
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Strong organizational and multitasking skills with attention to detail
• Excellent problem-solving abilities and decision-making skills
• Team leadership experience with the ability to motivate and develop staff
• In-depth knowledge of hospitality industry standards and best practices
• Familiarity with local attractions, culture, and services
• Flexibility to work varying shifts, including weekends and holidays
• Proficiency in Microsoft Office suite and hotel management software
• Ability to remain calm and professional in high-pressure situations

• Competitive Salary
• Duty Meals provided; breakfast/lunch/dinner/midnight meal + coffee breaks
• Vacation tickets /benefits provided by the hotel
• Medical Insurance Provided
  

• Lead and inspire the front office team to deliver exceptional customer service
• Manage guest inquiries, special requests, and complaints with professionalism and empathy
• Oversee the check-in and check-out processes, ensuring efficiency and guest satisfaction
• Coordinate with other departments to fulfill guest needs and resolve any issues promptly
• Implement and maintain guest loyalty programs to encourage repeat visits
• Monitor and analyze guest feedback to continuously improve service quality
• Organize and conduct regular team meetings and training sessions
• Manage VIP guest arrivals and ensure personalized experiences
• Develop and maintain relationships with key partners and local businesses
• Stay informed about local attractions and services to provide expert recommendations to guests
• Ensure compliance with hotel policies, procedures, and safety regulations
• Participate in the development and implementation of marketing strategies to enhance guest experience.
  

• Proven leadership experience in front office operations within a luxury hotel environment
• Strong knowledge of Opera PMS or equivalent property management systems
• Bachelor's degree in Hospitality Management or related field preferred
• Fluency in English and additional languages are asset. (Russian/Arabic)
• Exceptional interpersonal and communication skills with a customer-centric approach
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Strong organizational and multitasking skills with attention to detail
• Excellent problem-solving abilities and decision-making skills
• Team leadership experience with the ability to motivate and develop staff
• In-depth knowledge of hospitality industry standards and best practices
• Familiarity with local attractions, culture, and services
• Flexibility to work varying shifts, including weekends and holidays
• Proficiency in Microsoft Office suite and hotel management software
• Ability to remain calm and professional in high-pressure situations
• First name *
  

• Last name *
  

• Email *
  

• Phone *
  

• Resume *. We accept .pdf, .doc, and .docx formats.
  

• these questions are a must
  

Please only apply if:

• You are in Dubai,
• You have a car or can hire a car,
• You have a UAE driving license,
• You have a bachelor's degree,
• You have prior experience in Hotels / Holiday Homes / Dubai real estate.

This job is about sales and building relationships!

Exclusive Holiday Homes LLC – Exclusive Holiday Homes is proud to present one of the best and most exclusive real estate portfolios in the world. Our guests range from top footballers to film stars. We maintain our properties with no expense spared and service guests with our best-in-class guest relations and housekeeping team. We are consistently rated as a premier and award-winning host across all platforms, and our Airbnb score is one of the highest of any professional host.

What you’ll do:

• Go the extra mile to make sure our VIP guests are happy and have everything they need, including providing a basic concierge service for bookings, airport transfer, car hire, local recommendations, etc.
• Build a relationship and get to know the guests, such that you become a key contact for them for current and future trips.
• Check in on the guest on a daily basis to ensure they are comfortable.
• Manage guest relations, ensuring an excellent guest experience.
• Answer booking queries from booking portals and coordinate direct bookings and sales inquiries.
• Run day-to-day check-in and check-out procedures for properties and work flexibly according to this timetable.
• Deputize the housekeeping manager on his days off/leave.
• Accommodate guest requests and ensure their satisfaction.
• Implement and maintain cleaning standards and procedure checklists.
• Sign off on the check-out process after each guest.
• Ensure each unit is prepared and check-in ready for the next guest.
• Manage calendar and prepare daily and weekly scheduled tasks.
• Legal registration of guests onto portals and systems.

What we’re looking for:

• Candidates already in Dubai only, with a driving license and car.
• A proven track record in building relationships and sales.
• A really excellent problem solver with a can-do attitude.
• Previous housekeeping experience in the hospitality sector (hotels or holiday homes).
• Experience managing day-to-day operations of holiday homes or Airbnb properties.
• Good with numbers.
• Strong work ethics and flexible.
• Experience of PMS, Airbnb, booking software/hotel management software.
• Strong understanding of linen management, inventory management, and cleaning standards.
• A gift for paying attention to the smallest details.
• People who are the best in their peer group.
• References and demonstration of high performance in current/previous roles.
• Team-spirited, happy, motivated co-workers.
• Encouraging management.
• Flexible hours.
• 30 days annual leave per year.
• Medical Insurance Plan.
• Air Ticket Allowance.
• Above market pay and compensation (flexible based on experience).

Job Types: Full-time, Permanent

Application Question(s):

• We do not have company accommodation - we give a housing allowance instead. Please ensure you are comfortable with this before applying.
• You must be in Dubai already, NOT Abu Dhabi or anywhere else.

Education:

• Bachelor's (Required)

Experience:

• Hotel, Holiday Home or Real Estate: 5 years (Required)

Language:

• English fluently/to business level (Required)

License/Certification:

• Car or ability to hire a car (you will be rejected if not) (Required)
• UAE Driver's license (you will be rejected if not) (Required)

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Guest Relations Supervisor to join our Guest Relations Team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.
About The Job
Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Guest Relations Department, the Guest Relations Supervisor is responsible for supervision of the Guest Relations Officers and Boutique Sales Agent, ensuring daily tasks are complete to achieve guest satisfaction. The Guest Relations Supervisor reports to the Assistant Guest Relations Manager.
As a Guest Relations Supervisor, you will be responsible for the following duties:

• Oversees and manages shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
• Supervises, trains and audits Guest Relations Officers / Boutique Sales Agents.
• Identifies learning and development needs for all Guest Relations Officers and share those with the Assistant Guest Relations Manager.
• Develops new ideas for cost effective guest amenities.
• Updates accurate guest preferences, feedback and other relevant details in Opera.
• Selects MOWOW guest on a daily basis and completes the necessary arrangements for an enhanced stay.
• Works closely with the Front Office, Housekeeping, Butler Services, Kitchens, Concierge, Executive Office, and F&B department.
• Maintains all quality standards and procedures from guest s in-house stay to guest s departure.
• Ensures customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
• Assists the Front Office during need periods.
• Maximizes rooms revenue by upselling guests upon arrival.
• Provides quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest s experience.
• Supervises the daily operation of the Emirates Palace Boutique.
• Performs any other reasonable duties as required by the Rooms Division Manager or Guest Relations Manager and Front Office Manager.
  

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Guest Relations Supervisor to join our Guest Relations Team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.
About The Job
Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Guest Relations Department, the Guest Relations Supervisor is responsible for supervision of the Guest Relations Officers and Boutique Sales Agent, ensuring daily tasks are complete to achieve guest satisfaction. The Guest Relations Supervisor reports to the Assistant Guest Relations Manager.
As a Guest Relations Supervisor, you will be responsible for the following duties:

• Oversees and manages shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
• Supervises, trains and audits Guest Relations Officers / Boutique Sales Agents.
• Identifies learning and development needs for all Guest Relations Officers and share those with the Assistant Guest Relations Manager.
• Develops new ideas for cost effective guest amenities.
• Updates accurate guest preferences, feedback and other relevant details in Opera.
• Selects MOWOW guest on a daily basis and completes the necessary arrangements for an enhanced stay.
• Works closely with the Front Office, Housekeeping, Butler Services, Kitchens, Concierge, Executive Office, and F&B department.
• Maintains all quality standards and procedures from guest s in-house stay to guest s departure.
• Ensures customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
• Assists the Front Office during need periods.
• Maximizes rooms revenue by upselling guests upon arrival.
• Provides quality service to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest s experience.
• Supervises the daily operation of the Emirates Palace Boutique.
• Performs any other reasonable duties as required by the Rooms Division Manager or Guest Relations Manager and Front Office Manager.
  

• Previous experience in the same role in luxury property, resort experience is a plus
• Intermediate, Equivalent or Diploma in hospitality
• Excellent interpersonal and communication skills
• Driven, dynamic and energetic
• English written and verbal, additional language will be an advantage
  

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Chefs
• F&B
• Front Desk

Keywords

• Guest Relations Supervisor

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PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Live and project the goal philosophy vision mission and core values of the company.
• Adheres to company grooming standards at all time.
• Is a continual source of information help and assistance to all guests.
• Prepares the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
• Maintains Transparent and open line of communication coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIPs.
• Escorts all arriving guests to their respective suite.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote InterHotel sales and inhouse facilities.
• Handle guest complaints and feedback according to Raffles standards ensuring necessary actions follow up and recording are done.
• Completes the departure list for the following day contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure Club members consistently receive all benefits repeat guests and other VIPs receive special recognition and service
• Liaise closely with Concierge Butler and Raffles Inc for Hotel events restaurant promotions Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and checkinfo system if necessary.
• Maintain close contact with Airport Concierge Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Raffles standards.
• Performs related duties and special projects assigned by Senior Management.

Qualifications :

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with coworkers as part of a multicultural team
• Ability to focus attention on guest needs remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 5 years relevant experience with at least 2 year at a supervisory level

Additional Information :

Raffles DubaiSheikh Rashid Road Wafi121800 Dubai United Arab Emirates

Remote Work :

No

Employment Type :

Fulltime

1. Guest Relations Management:

• Act as the primary point of contact for guests, ensuring their needs and expectations are consistently met and exceeded.
• Assist in creating tailored experiences for VIPs, repeat guests, and high-profile clients by utilizing guest history and preferences.
• Handle guest feedback, record glitches, and ensure prompt resolution with complete follow-up and closure.
• Communicate guest issues or concerns to senior management for further action.

2. Team Supervision:

• Supervise the daily activities of Guest Relations Officers, ensuring adherence to service standards and lobby coverage.
• Prepare and manage weekly duty rosters to ensure optimal team coverage.
• Mentor and coach the Guest Relations team, fostering a culture of excellence and continuous improvement.
• Work closely with other departments such as Concierge, Butler, and Raffles Club to coordinate events, special requests, and VIP preparations.

3. Operational Excellence:

• Ensure the lobby and Guest Relations desk maintain an impeccable standard of cleanliness and organization and is always manned.
• Conduct regular checks of VIP rooms prior to arrival to ensure standards are met (allocations, amenities, and special requests).
• Monitor and manage KPIs related to guest satisfaction, loyalty, and operational efficiency.
• Maintain a visible presence during peak times, in the lobby, F&B outlets, Raffles Club, Recreation areas, at events, and any other key operational areas determined by management to enhance guest interaction.

4. Personalized Experiences:

• Collaborate with the Guest Relations Manager to develop and implement unique guest touchpoints and experiences.
• Ensure special recognition and bespoke services for repeat guests, high-paying clients, and VIPs.
• Liaise with other departments to curate and deliver personalized guest moments that align with the hotel’s brand.

5. Leadership and Coordination:

• Lead by example, maintaining a professional and approachable demeanor at all times.
• Ensure open lines of communication and collaboration with related departments to handle guest requests and complaints effectively.
• Provide feedback and updates to the Guest Relations Manager regarding operational challenges and opportunities for improvement.

6. Additional Responsibilities:

• Perform related duties and special projects assigned by Senior Management.
• Serve as a brand ambassador, building strong relationships with guests and fostering loyalty.

Key Relationships:

• Report directly to the Guest Relations Manager.
• Collaborate closely with Concierge, Butler, and other operational teams.
• Engage directly with guests, including VIPs and high-profile individuals.

Qualifications:

• High visibility and engagement in guest-facing areas.
• Flexibility to work evenings, weekends, and holidays as required by the operation.

Skills and Attributes:

• Exceptional interpersonal and communication skills.
• Proactive and resourceful, with a strong ability to resolve challenges effectively.
• Detail-oriented with a passion for delivering unique guest experiences.
• Strong leadership capabilities, with the ability to inspire and motivate a team.
• Flexible and adaptable, with a forward-thinking and innovative mindset.
• Strong written and verbal communications in English; additional languages are a plus.

Education and Experience:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 3 years in a guest-facing role within luxury hospitality, with supervisory experience.
• Familiarity with multicultural environments and experience serving high-profile clients.

Key Responsibilities

Qualifications :

• Education: Bachelors degree in Hospitality Management or a related field preferred.
• Experience: Minimum 23 years in guest relations or a supervisory role in a luxury hotel/resort.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problemsolving and conflictresolution abilities.
  • Proficiency in hotel management software (e.g. Opera Fidelio) and Microsoft Office Suite.
  • Multilingual abilities are an advantage.
• Personality: Warm approachable detailoriented and customerfocused.

Remote Work :

No

Employment Type :

Fulltime