Guest Relations Agent

About the role

The Guest Relations Agent supports the Guest Relations Manager in delivering personalized, high‑end service to VIP and regular guests at Mandarin Oriental Jumeira, Dubai. You will act as a key liaison between guests and multiple hotel departments, ensuring every request is anticipated and fulfilled.

Key responsibilities

• Assist the Guest Relations Manager in inspecting VIP rooms before arrival and confirming all special requests are met.
• Welcome and greet guests, prepare daily communication reports, and manage amenity requests.
• Participate in VIP meetings and provide backup to the Front Office during peak periods.
• Handle guest complaints promptly and coordinate resolutions with Front Office, Housekeeping, Room Service, Concierge and F&B teams.
• Record and update guest preferences, arrival and departure reports, and maintain proactive contact throughout the stay.

Required profile

• Strong interpersonal skills with a focus on integrity, respect and teamwork.
• Growth‑mindset and willingness to continuously improve service standards.
• Ability to work under pressure in a luxury hospitality environment.

Required skills

• Proficiency in using hotel communication and reporting tools.
• Excellent attention to detail for guest preference tracking.

What we offer

• Learning and development programmes tailored to career stages.
• MOstay benefits with complimentary nights and discounted rates worldwide.
• Wellness initiatives supporting work‑life balance.