Guest Relations Agent

Mandarin Oriental Downtown, Dubai is looking for a Guest Relations Agent to join our Guest Relations 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. 

Located within Wasl Tower on Sheikh Zayed Road, Mandarin Oriental Downtown, Dubai offers an elevated expression of modern hospitality in the heart of the city. Designed by UNStudio, the tower sets a distinctive architectural tone, while the hotel’s 259 guestrooms and suites reflect contemporary, design-led living with panoramic views across the Dubai skyline. The hotel’s dining portfolio includes Yù & Mì, Chitarra, Noia by the Pool, as well as Majestas Group concepts Billionaire, Lion in the Sun and FB1, with forthcoming openings including Osaka, Pavilion Dubai by Yannick Alléno, and a street-level urban eatery. Additional features include a rooftop helipad, a two-story spa and wellness sanctuary, landscaped rooftop pools and versatile event spaces. The Residences at Mandarin Oriental Downtown, Dubai are set to open by 2027. 

About the job 

Based at the Mandarin Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest Relations Agent is responsible to meet and exceed guest expectations by providing efficient and courteous Guest Relations service in accordance with Legendary Quality Experiences. The Guest Relations Agent will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. Guest Relations Agent reports to Guest Relations Manager. 

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

• Assist the Guest Relations Manager with VIP room inspections, guest greetings, amenity requests, and daily operations including communication forms and meetings. 

• Monitor guest preferences, manage inventory and billing processes, and support the Front Office during peak periods. 

• Ensure compliance with safety, hygiene, and industry regulations while maintaining quality assurance through inspections and audits. 

• Establish personal connections with guests, track arrivals and departures, and proactively attend to individual guest needs throughout their stay. 

• Foster teamwork, provide coaching, and collaborate with multiple departments to ensure smooth operations and high colleague satisfaction. 

• Deliver exceptional guest service, handle complaints, perform check-ins/outs, and create memorable “WOW” moments aligned with MOHG Legendary Quality Experiences (LQEs). 

As a Guest Relations Agent, we expect from you:  

• Senior school qualification with at least 2 years’ experience in a 5-star hotel environment, including 1 year in Front Office; pre-opening and Middle East experience are advantages. 

• Proficient in Microsoft Office, PSMS, and other Front Office systems. 

• Communicates effectively in English; additional language skills in Arabic or others are preferred. 

• Demonstrates strong problem-solving abilities and the capacity to deliver high-level customer service tailored to guest expectations. 

• Possesses excellent interpersonal, communication, and organizational skills, capable of multitasking in a fast-paced setting. 

• Physically able to stand for long periods and work flexible shifts, including evenings, weekends, and holidays based on business needs. 

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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