Team Leader – Guest Relations

About the role

As a Team Leader in Guest Relations you will deliver personalized service to long‑stay guests, repeat visitors and VIPs staying in standard rooms. You will build strong relationships, anticipate needs and ensure a seamless, memorable stay while collaborating with multiple departments.

Key responsibilities

• Build and maintain relationships with long‑stay guests, repeat visitors and VIPs, acting as their primary point of contact.
• Handle pre‑arrival communications, special requests and VIP room inspections, ensuring preferences and welcome amenities are prepared.
• Monitor in‑stay satisfaction, conduct daily rounds, manage birthday reports and coordinate guest requests across departments.
• Conduct post‑stay departure calls, gather feedback, upsell services and encourage positive reviews on TripAdvisor and ReviewPro.
• Maintain accurate guest profiles in Opera, Hotlynk, Sevenrooms and Hotsos, and support Front Office during peak periods.
• Lead by example, coach team members, uphold Forbes Travel Guide standards and foster a culture of continuous improvement.

Required profile

• Minimum 12 months of hotel front‑line operations experience, preferably in Guest Relations, Front Services or VIP Services.
• Strong understanding of Forbes Five Star guidelines and ability to deliver service accordingly.
• Excellent communication skills with all organisational levels and a proactive problem‑solving approach.

Required skills

• Opera
• Hotlynk
• Sevenrooms
• Hotsos
• Guest Relationship Management

What we offer

• Competitive tax‑free salary paid in AED.
• Generous food & beverage privileges and discounted rates at all Kerzner properties worldwide.
• Comprehensive health insurance with dental coverage, life insurance and annual flights home.
• Incentive program, wellness and social initiatives.
• Access to world‑class training, career mobility and internal growth opportunities across the Kerzner portfolio.