Guest Relations Supervisor – Luxury Hotel

About the role

We are seeking a Guest Relations Supervisor to join the Front Office team at Mandarin Oriental Downtown, Dubai. The role focuses on delivering exceptional service to VIP and club guests, ensuring their stay is personalized and memorable.

Key responsibilities

• Prepare VIP rooms according to guest preferences, manage special requests, and anticipate needs throughout the stay.
• Coordinate with Housekeeping, Spa, Concierge and other departments to fulfill guest requirements and ensure seamless service, including proper shift handovers.
• Engage warmly with guests, manage expectations, resolve complaints and create “WOW” experiences.
• Conduct check‑ins and check‑outs, maintain inventory of guest supplies and amenities, and uphold hotel policies.
• Coach and mentor team members, handle conflicts, and contribute to continuous service improvement.

Required profile

• Senior School qualification.
• Minimum 2 years experience in a 5‑star hotel, with at least 1 year in Guest Relations or Butler services.
• Demonstrated humility, empathy, integrity and a commitment to legendary quality experiences.

Required skills

• Proficiency with the Alice App (hotel operations system).

What we offer

• Opportunity to work in a luxury, award‑winning hotel brand.
• Dynamic, collaborative team environment.
• Exposure to high‑end guest service standards and career development.