Guest Relations Supervisor

About the role

Mandarin Oriental Downtown, Dubai is seeking a Guest Relations Supervisor to lead the Guest Relations team in delivering exceptional service to VIP and club guests. The role focuses on elevating the guest experience through meticulous attention to detail and seamless coordination with hotel departments.

Key responsibilities

• Prepare VIP rooms according to guest preferences and manage special requests throughout the stay.
• Handle luggage, amenities, and suite orientation to anticipate guest needs.
• Collaborate with Housekeeping, Spa, Concierge and other departments to ensure smooth service delivery and proper shift handovers.
• Utilise the Alice App system for operational efficiency.
• Engage warmly with guests, manage expectations, resolve complaints and create memorable “WOW” experiences.
• Support daily Guest Relations operations and supervise staff, reporting to the Guest Relations Manager.

Required profile

• Demonstrated integrity, respect and responsibility in a team environment.
• Growth‑mindset and passion for luxury hospitality.
• Experience serving VIP or club guests in a high‑end hotel setting.

Required skills

• Proficiency with the Alice App hospitality system.

What we offer

• Opportunity to work in an award‑winning luxury hotel located in the iconic Wasl Tower.
• Exposure to a diverse portfolio of world‑class dining and wellness venues.
• Career development within a globally recognised hospitality brand.