Guest Relations Agent

About the role

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Agent to join its Front Office team. The role focuses on delivering legendary service to VIP guests, ensuring smooth arrivals, memorable stays and fond farewells while upholding the brand’s high standards.

Key responsibilities

• Assist the Guest Relations Manager with VIP room inspections, guest greetings, amenity requests and daily operations.
• Monitor guest preferences, manage inventory and billing processes, and support the Front Office during peak periods.
• Ensure compliance with safety, hygiene and industry regulations through inspections and audits.
• Establish personal connections with guests, track arrivals and departures, and proactively attend to individual needs throughout their stay.
• Deliver exceptional guest service, handle complaints, perform check‑ins/check‑outs and create memorable “WOW” moments aligned with MOHG Legendary Quality Experiences.

Required profile

• Senior school qualification with at least 2 years experience in a 5‑star hotel environment, including 1 year in Front Office.
• Effective communication in English; additional Arabic or other language skills are preferred.
• Strong problem‑solving ability and capacity to deliver high‑level customer service.
• Excellent interpersonal, communication and organisational skills, able to multitask in a fast‑paced setting.
• Physically able to stand for long periods and work flexible shifts, including evenings, weekends and holidays.

Required skills

• Proficiency in Microsoft Office.
• Experience with PSMS and other Front Office systems.

What we offer

• Learning and development programmes tailored to career stages.
• MOstay programme with complimentary nights and discounted rates for you and your loved ones.
• Health and wellness benefits, including a variety of health programmes.
• Comfort and convenience benefits such as duty accommodation, transportation and meals.
• Competitive salary and attractive benefits package aligned with UAE industry standards.