Guest Relations Officer

About the role

Black Pearl is looking for a professional, guest-focused Guest Relations Officer in Dubai to support exceptional guest experiences and maintain high standards of hospitality and customer service. The ideal candidate handles guest inquiries, manages requests and resolves concerns professionally.

Key responsibilities

• Welcome and greet guests warmly, ensuring a positive first impression.
• Assist guests with check-in, check-out, reservations and general inquiries.
• Handle guest requests, feedback and complaints promptly and professionally.
• Coordinate with the front office, housekeeping, food and beverage and other departments to ensure smooth guest service.
• Build positive relationships with guests and meet their needs throughout their stay.
• Inform guests about hotel facilities, services, promotions and local attractions.
• Monitor guest satisfaction and follow up until concerns are resolved.
• Maintain accurate guest records and prepare reports when required.
• Uphold the hotel's service standards, policies and professional appearance requirements.

Required profile

• Diploma or Bachelor's degree in Hospitality Management, Tourism or a related field is preferred.
• Previous experience in guest relations, front office, customer service or hospitality is an advantage.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Professional, presentable, friendly and approachable personality.
• Flexible to work shifts, weekends and public holidays as required.