About this role
An international 5-star hotel in Dubai, UAE is seeking an experienced Guest Relations Agent to join its Front Office team. The ideal candidate must have relevant hotel experience, excellent communication skills, and a genuine passion for delivering a warm, personalized, and luxury guest experience.
Key Responsibilities
- Welcome guests upon arrival and provide a professional, friendly, and personalized service experience
- Assist with check-in, check-out, rooming, guest inquiries, and special requests when required
- Handle VIP guests, repeat guests, long-stay guests, and special occasion arrangements with attention to detail
- Maintain strong guest engagement throughout the stay and ensure guest preferences are recorded and followed up
- Respond to guest feedback, concerns, and complaints professionally, ensuring prompt service recovery
- Coordinate closely with Front Office, Housekeeping, F&B, Concierge, Reservations, and other departments to ensure seamless guest service
- Prepare guest amenities, welcome arrangements, room inspections, and personalized touches as per hotel standards
- Maintain accurate guest profiles, preferences, traces, and follow-up records in the hotel system
- Support lobby presence, guest recognition, and arrival/departure experiences
- Ensure all guest interactions reflect international 5-star hotel standards
- Maintain grooming, presentation, confidentiality, and professional conduct at all times
Requirements
- Must have relevant experience in Guest Relations, Front Office, Concierge, or luxury hotel guest service
- Prior experience in a 5-star or international hotel environment is strongly preferred
- Excellent communication and interpersonal skills
- Strong guest service mindset with a warm, polished, and professional approach
- Ability to handle guest complaints calmly and provide effective service recovery
- Fluent in English; additional languages such as Arabic, Russian, French, German, or Chinese are an advantage
- Presentable, well-groomed, confident, and detail-oriented
- Flexible to work rotating shifts, weekends, and public holidays
- Familiarity with hotel systems such as Opera or similar PMS is an advantage
Benefits
- Competitive monthly salary based on experience
- Employment visa and work permit sponsorship
- Accommodation or accommodation allowance, as per company policy
- Transportation or transportation allowance, as per company policy
- Duty meals provided
- Medical insurance
- Paid annual leave and public holidays as per UAE Labour Law
- End-of-service benefits as per UAE Labour Law
- Career growth opportunity within an international 5-star hotel environment