Job Description
Join our award-winning luxury beachfront resort in Dubai as we seek an exceptional Guest Relations Manager to elevate our guest experience to new heights. As the face of our prestigious property, you'll orchestrate unforgettable stays for international clientele while driving operational excellence in our front-of-house operations. This role offers unparalleled career growth in one of the world's most dynamic hospitality markets.
Responsibilities
- Lead and mentor a team of 15+ guest relations agents to deliver personalized, anticipatory service
- Handle VIP guest requests, special occasion arrangements, and conflict resolution with discretion
- Collaborate with F&B, concierge, and housekeeping to ensure seamless guest journeys
- Analyze guest feedback and implement service improvements using Opera PMS
- Develop strategic partnerships with luxury travel agencies and corporate clients
- Train staff on cultural sensitivity and multilingual communication (Arabic/English essential)
- Manage VIP arrivals, including dignitaries and celebrities
- Oversee loyalty program engagement and guest retention initiatives
Qualifications
- Bachelor's degree in Hospitality Management or equivalent certification
- Minimum 5 years in luxury hotel guest relations, 2+ years in managerial role
- Fluency in English and Arabic; additional languages highly valued
- Expert knowledge of Dubai tourism landscape and cultural protocols
- Advanced proficiency in Opera PMS, CRM systems, and analytics tools
- Proven track record in exceeding guest satisfaction metrics (NPS >90)
- Certified in Crisis Management and Luxury Service Excellence
- Valid UAE work permit and health clearance