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

Mandarin Oriental