Guest Relations Supervisor

About This Role

Mandarin Oriental Downtown, Dubai is looking for a Guest Relations Supervisor to join our Front Office 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.

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 is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

About The Job Based at the Mandarin Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest Relations Supervisor is responsible to support and execute the operations in the Guest Relations section, elevate guest experience and ensure all VIP guests and club guests are provided with high quality service. Guest Relations Supervisor reports to Guest Relations Manager.

As a Guest Relations Supervisor, you will be responsible for the following duties:

• Ensures VIP rooms are prepared to guest preferences, attends to special requests, and anticipates needs throughout the stay, including handling luggage, amenities, and suite orientation.
• Collaborates with various departments (e.g., Housekeeping, Spa, Concierge) to fulfill guest needs and ensure seamless service, including proper shift handovers and using systems like Alice App.
• Engages warmly with guests, manages expectations, addresses complaints, and consistently strives to deliver memorable and personalized “WOW” experiences.
• Conducts check-ins/check-outs, maintains inventory of guest supplies and amenities, and upholds hotel policies, ensuring full knowledge of all resort services and standards.
• Fosters teamwork, provides coaching and feedback, handles conflicts, and actively participates in meetings to drive continuous service improvement.
• Demonstrates humility, empathy, and integrity while promoting a culture of excellence aligned with the hotel’s Legendary Quality Experiences (LQEs).

As a Guest Relations Supervisor, We Expect From You

• Senior School qualification with at least 2 years of experience in a 5-star hotel, including a minimum of 1 year in Guest Relations or Butler services.
• Advantageous to have prior experience in hotel pre-opening and working in the Middle East region.
• Proficient in Microsoft Office, PSMS, and other relevant front office software.
• Strong verbal and written communication, problem-solving, and interpersonal skills for engaging with guests and colleagues at all levels.
• Excellent organizational abilities with keen attention to detail; able to multitask and prioritize in a dynamic environment.
• Physically capable of standing for extended periods and flexible to work various shifts, including evenings, weekends, and holidays.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

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