518 Guest Service Agents jobs in Dubai

Overview

Found in the city's iconic Dubai Marina, The First Collection Marina features 493 stylish rooms and suites, many boasting breathtaking maritime views, while its top-notch facilities and amenities include a rooftop pool, in-house spa, and a 24-hour gym. The hotel offers signature dining experiences, stellar service, and modern amenities. Our hotel is steps away from Dubai Marina’s waterfront promenade and The Walk at JBR, while neighbouring attractions can be quickly accessed with our shuttle service. Additionally, guests get exclusive access to Soluna Restaurants and Beach Club, on the Palm Jumeirah.

The First Collection Marina is part of The First Collection portfolio, an award-winning brand embodying authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with their own character, transcend conventional stays, offering immersive experiences designed for genuine connections.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with The First Collection Marina.

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Summary:

Guest Relations Agent provides professional and customer focused service to our guests, has great interpersonal skills and engaging personality. Guest Relations Agent greets and welcomes our guests, interacts with guests while they are waiting for their rooms, assists guests with any enquiries, oversees social media platforms.

Responsibilities:

• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction.
• Respond to guests needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquires.
• Actively listen and resolve guests’ complaints.
• Oversee and coordinate all arrivals and departures of special guests (VIPs).
• Coordinate and manage communication between guests and staff.
• Promote all amenities, conveniences and programs offered.

Skills and Qualifications:

• Relevant experience as Guest Relations or similar is an asset.
• Diploma/ BS degree in hospitality management, business administration or related field.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Ability to work flexible hours.
• Highly responsible and reliable with a professional presentation.

Found in the city's iconic Dubai Marina, The First Collection Marina features 493 stylish rooms and suites, many boasting breathtaking maritime views, while its top-notch facilities and amenities include a rooftop pool, in-house spa, and a 24-hour gym. The hotel offers signature dining experiences, stellar service, and modern amenities. Our hotel is steps away from Dubai Marina's waterfront promenade and The Walk at JBR, while neighbouring attractions can be quickly accessed with our shuttle service. Additionally, guests get exclusive access to Soluna Restaurants and Beach Club, on the Palm Jumeirah.

The First Collection Marina is part of The First Collection portfolio, an award-winning brand embodying authentic, value-driven experiences, emphasising comfort and ease in each bespoke accommodation. Our hotels, each teeming with their own character, transcend conventional stays, offering immersive experiences designed for genuine connections.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with The First Collection Marina.

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Summary:

Guest Relations Agent provides professional and customer focused service to our guests, has great interpersonal skills and engaging personality. Guest Relations Agent greets and welcomes our guests, interacts with guests while they are waiting for their rooms, assists guests with any enquiries, oversees social media platforms.

Responsibilities:

• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction.
• Respond to guests needs and anticipate their unstated ones.
• Expect and react promptly to guests' requirements and inquires.
• Actively listen and resolve guests' complaints.
• Oversee and coordinate all arrivals and departures of special guests (VIPs).
• Coordinate and manage communication between guests and staff.
• Promote all amenities, conveniences and programs offered.

Skills and Qualifications:

• Relevant experience as Guest Relations or similar is an asset.
• Diploma/ BS degree in hospitality management, business administration or related field.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Ability to work flexible hours.
• Highly responsible and reliable with a professional presentation.

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

• To facilitate the pre-arrival planning
• To meet and greet the guests on their arrival or during the stay.
• To provide our guests with an on brand personalized experience journey.
• To recognize special occasions of the guests to enhance their stay experience.
• To lead the guest retention and recognition program of the hotel.
• To use the guest amenity program to enhance the guest stay experience.
• To review the guest global profile for guest preferences and their delivery.
• To drive the guest engagement at the hotel by using the GXP cases.
• To effectively contribute in a high Guest Voice loyalty composite through recognition, friendliness, helpfulness and efficiency.
• Support Front Desk and Club operation when needed
• Assist with check in and check out for the guests
• To do adhoc tasks as per operations requirement

• Ensure that services provided are in harmony with our Sheraton core values.
• Ensure that our guests receive an on brand personalized experience upon arrival, departure and throughout their stay.
• Acknowledge and recognize Marriott Bonvoy members and deliver the related welcome amenities upon arrival.
• Ensure implementation of the WELCOME upon Check in and FAREWELL upon check out.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the BSA inspection
• Live the Sheraton Brand Differentiators (Sheraton Sleep Experience and Sheraton Club).
• 100% daily usage of the Guest planning Screen to deliver preferences successfully to our guests.
• Ensure smooth and clear communication with all other FO, HK, club and Room service associates.
• Ensure rooms allocated for VIPs are not changed unless amenities are shifted.
• Acquire the proper product and service knowledge needed to perform your job properly.
• Ensure that guests' requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests' defects are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay
• Be aware of the hotel Fire and Emergency procedures.
• Assist the hotel revenue by:
• Rooms/Suites Upselling.
• Suggestive selling of the hotel restaurants.
• Special occasions packages
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers including VIPs and Marriott Bonvoy Elite members.
• Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
• Actively participate in the hotel sustainability, community and OI (Operational Innovation) activities.
• Ensure proper grooming and personal hygiene at all times as per hotel guidelines.
• Be knowledgeable about the hotel Guest Voice scores and current improvement plans set for the department.

• Computer Skills
• Opera knowledge
• GXP knowledge
• Team work spirit
• Excellent command of English
• Additional language is highly required
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and ownership skills

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel's brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

Bachelor degree required.

Company Description

Sofitel Dubai the Obelisk scheduled to open in the first quarter of 2020, will be Sofitel's largest property in the Middle East. The hotel will feature 595 luxury guestrooms inclusive of 68 suites and 97 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Patio will bring residents and patrons together to celebrate the French "Joie de Vivre". Guests will have the option to unwind at the So Spa and outdoor pools with private cabanas or workout in a fully-fledged fitness centre. Business travelers will have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Part of the Wafi Mall new extension and close to the iconic Raffles Dubai, Sofitel Dubai the Obelisk will infuse the brand's essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist – Front Office Manager and help us to make Sofitel Dubai the Obelisk a truly welcoming destination

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and otherVIP's receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and specialVIPrequests or preparations.
• Prepare compendiums prior guest arrival and check-into system if necessary
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Participate in regular meetings for all Guest Relations team members, Butlers and Sofitel Club staff to facilitate communications and smooth operations
• Adhere to OH&S policies and procedures
• Performs related duties and special projects assigned

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural 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

• Degree from School for Tourism & Hotel Management
• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel

THE POSITION

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

KEY ROLES & RESPONSIBILITIES

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensure all members consistently receive all benefits and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Sofitel Club for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check into system if necessary.
• Maintain close contact with Airport Concierge for new arrivals and departures.
• Update and maintain repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Send prepared welcome cards and amenities to room prior to guest arrival.
• Attend to special requests by guests.
• Handle guest complaints and refer them as necessary; follow up on corrective action.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis.
• Participate in regular meetings for all Guest Relations team members, Butlers, and Sofitel Club staff to facilitate communications and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects as assigned.

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 2 years Guest Relations experience, preferably in a four or five-star hotel.

Remote Work: No

Employment Type: Full-time

Guest Relations Agent role at Mövenpick Hotels & Resorts, Dubai, United Arab Emirates. Under the direct guidance of the Front Desk Manager, the Guest Relations Agent delivers warm, personalized, and professional service to all guests throughout their stay. A key part of this role includes engaging with guests during breakfast, lunch, and dinner in the hotel's dining venues to gather feedback, ensure satisfaction, and support service excellence.

The Guest Relations Agent helps enhance the overall guest experience, resolves concerns proactively, and contributes to improving guest satisfaction scores and Revenue Per Stay (RPS). This position requires close coordination with the Front Office and Food & Beverage teams to ensure seamless service and guest recognition.

• Guest Engagement & Feedback: Greet and interact with guests during meal periods in the restaurant; engage guests in friendly conversation to gather feedback on their stay and dining experience; record and report guest feedback to relevant departments for continuous improvement; maintain a visible presence in the restaurant and lobby during peak hours; assist in creating a warm and welcoming atmosphere for all guests.
• Front Office Operations: Welcome and assist guests upon arrival and departure; handle VIP arrivals, room allocations, and special requests; coordinate with Housekeeping and F&B for guest preferences and amenities; address guest concerns promptly and professionally, ensuring follow-up and resolution; support the Front Desk team with check-ins, check-outs, and guest inquiries.
• Service Excellence & Coordination: Promote hotel services and experiences to enhance guest satisfaction and increase RPS; collaborate with other departments to ensure guest needs are met efficiently; monitor guest satisfaction trends and contribute to service improvement initiatives; uphold the hotel's standards of service, grooming, and guest interaction.
• Planning & Organizing: Organize Repeat Guest filing administration; maintain Hotel/Guest Information booklets and pamphlets; cooperate with Housekeeping/F&B and Front Office; assist with room allocation and identifying guest needs; prepare MIPs & RIPs; stay aware of daily information and activities; ensure proper grooming at all times; drive guest targets and show cooperation within the team and other departments.
• Operations: Prepare for daily VIP arrivals (room allocation, amenities, and special requests); keep welcome packs ready for VIP arrivals; register and process check-ins/outs for all VIP guests; escort VIP guests to rooms; update guest information in the system; perform cashiering duties and handle currency exchanges; update daily reports; respond promptly to all requests and inquiries; resolve guest complaints in coordination with the Front Desk Manager and other departments; ensure security of guest key cards and knowledge of rate codes, packages, and discounts; coordinate shuttle timings with Concierge; conduct daily VIP calls; communicate shift-end information to the next team; follow Operational Standards and safety policies.
• Hygiene, Safety & Confidentiality: Adhere to hotel policies and emergency procedures; safeguard confidential information; respect environmental commitments; follow Heartists Handbook rules; ensure front office area cleanliness; maintain awareness of safety regulations and hotel premises.

• Diploma or Degree in Hotel Management
• Strong interpersonal and problem-solving abilities
• Fluency in English and Arabic; additional languages are a plus

• Entry level

• Full-time

• Management

• Hospitality

Referrals increase your chances of interviewing at Mövenpick Hotels & Resorts.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

MAIN DUTIES AND RESPONSIBILITIES:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests' departure.
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediate follow up
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails and packages are delivered to the guest room.
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
• Follow up with Bell desk regards shuttle Bus.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requests to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest's anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

• To be punctual on duty and ensure the same of your employees.
• Be well groomed to the standards laid down. Insist on the same standard for your employees.
• To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures.
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
• To promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction.
• To give full co-operation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the Hotel in response to the business and customer needs
• Ensures oneself is thoroughly familiar with the hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
• Maintains a monthly overview of vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to the Director of HR.
• Is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
• Other duties as assigned such as the Welcome Hostess Duty several times a week (for female GRA).

• Assist in Task Force Teams for new openings.
• Carry out any other reasonable task (which may not be stated here) as requested.

• UniversityDegree in Hotel Management
• fresher or a minimum of 1 year experience in a similar role in a 5 star hotel
• Preferably a German or French Speaker

experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.