Mandarin Oriental Downtown, Dubai is looking for a Guest Relations Manager to join our Rooms Division team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Nestled in the city's heart, Mandarin Oriental Downtown, Dubai offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.
With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.
Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai is not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.
About the job
Based at the Mandarin Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest Relations Manager is responsible to serve as the liaison between the hotel and its guests, ensuring every guest experience exceeds expectations-from greeting and escorting VIPs at arrival to providing a warm and memorable farewell. Guest Relations Manager reports to the Director of Rooms.
As a Guest Relations Manager, you will be responsible for the following duties:

• Oversee guest relations operations including VIP check-ins/outs, inquiries, reservations, and concierge services to ensure a seamless experience.
• Anticipate guest needs by providing personalized recommendations and arranging special services or amenities.
• Build and maintain strong relationships with VIPs, repeat guests, and corporate clients to foster loyalty and satisfaction.
• Lead and mentor the Guest Relations team to uphold service excellence and Mandarin Oriental (MO) standards.
• Analyse guest satisfaction metrics and audit data to identify improvement areas and implement enhancement strategies.
• Ensure compliance with hotel policies and industry standards while collaborating across departments to resolve guest issues effectively.

As a Guest Relations Manager, we expect from you:

• Minimum 3 years of experience in a luxury hotel environment, with Middle East and pre-opening experience considered advantageous.
• At least 2 years in Front Office, Guest Relations, or Butler roles within luxury hotels.
• Proficient in hotel management systems and hospitality technology; prior experience with PSMS is a plus.
• Demonstrated leadership skills with a proven ability to motivate teams and exceed performance goals.
• Excellent communication and interpersonal skills; fluency in English required, with Arabic or other languages as an advantage.
• Strong organisational skills with the ability to multitask and adapt to a dynamic, fast-paced, and flexible work schedule (including evenings, weekends, and holidays, as per business needs).

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Colleague Comfort and Convenience: Benefit from comfortable accommodation, a duty transportation, and duty meals to ensure your work experience is both enjoyable and hassle-free.
• Competitive Salary and Benefits: We offer a competitive salary and an attractive benefits package, fully aligned with UAE industry standards, to ensure your financial well-being and stability.

We're Fans. Are you?