Guest Relations Manager

About the role

The Guest Relations Manager at Raffles The Palm Dubai ensures every guest experience is memorable and seamless. Reporting to senior management, the role oversees check‑in/out, personalized services and the handling of VIP and regular guest interactions in a luxury environment.

Key responsibilities

• Serve as the primary point of contact for VIPs and regular guests, exceeding expectations.
• Engage with guests throughout the property, gather feedback, and ensure full closure of any issues.
• Maintain visibility during peak periods in the lobby, F&B outlets, Raffles Club and other key areas.
• Mentor and inspire the Guest Relations team, supervise the Guest Relations Supervisor/Officers and prepare weekly rosters.
• Develop and implement unique touchpoints and personalized moments for guests.
• Coordinate with Concierge, Butler and Raffles Club for special requests and events.
• Inspect VIP rooms before arrival to verify allocations, amenities and special requests.
• Identify improvement areas, propose innovative solutions and lead change initiatives.

Required profile

• Strong background in luxury hospitality with proven guest‑facing experience.
• Excellent communication skills and ability to thrive in a multicultural environment.
• Leadership presence, professional demeanor and ability to mentor a team.
• Proactive attitude with a focus on delivering exceptional service.

Required skills