Guest Relations Agent – Luxury Hotel in Dubai

About the role

The Guest Relations Agent delivers personalized, attentive service to all guests, with a strong focus on VIP arrivals and in‑house guest engagement. The role ensures seamless experiences from check‑in to check‑out, handling requests, special arrangements and coordinating with multiple hotel departments.

Key responsibilities

• Prepare and coordinate VIP arrivals, including room allocation, amenities, welcome letters and special requests.
• Assist with VIP check‑in and check‑out, providing in‑room check‑in and orientation when required.
• Maintain accurate guest profiles and records in the OPERA property management system.
• Handle guest requests, enquiries and complaints professionally, ensuring timely follow‑up and service recovery.
• Conduct courtesy calls and manage pre‑arrival communication based on guest status.
• Coordinate VIP amenities, celebrations, transportation and other special arrangements.
• Liaise with Housekeeping, Food & Beverage and other departments to guarantee smooth guest experiences.
• Manage guest messages, mail, packages, key cards and trace requests efficiently.
• Support restaurant reservations and record guest preferences and dietary requirements.
• Maintain Guest Relations reports, logbooks and daily operational follow‑up.

Required profile

• Previous experience in Guest Relations, Front Office or a similar role, preferably within a luxury hotel or resort.
• Fluency in German and Russian is preferred.
• Ability to handle VIP guests and special requests with discretion and professionalism.