Guest Relations Agent

Mandarin Oriental Downtown, Dubai is looking for a Guest
Relations Agent to join our Guest Relations 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.

Located within Wasl Tower on Sheikh Zayed Road, Mandarin Oriental
Downtown, Dubai offers an elevated expression of modern hospitality in the heart
of the city.

Designed by UNStudio, the tower sets a distinctive architectural tone, while
the hotel’s 259 guestrooms and suites reflect contemporary, design-led living
with panoramic views across the Dubai skyline. The hotel’s dining portfolio
includes Yù & Mì, Chitarra, Noia by the Pool, as well as Majestas Group concepts
Billionaire, Lion in the Sun and FB1, with forthcoming openings including Osaka,
Pavilion Dubai by Yannick Alléno, and a street-level urban eatery. Additional
features include a rooftop helipad, a two-story spa and wellness sanctuary,
landscaped rooftop pools and versatile event spaces. The Residences at Mandarin
Oriental Downtown, Dubai are set to open by 2027.

About the job

Based at the Mandarin
Oriental Downtown, Dubai within the Front Office Department in Dubai, the Guest
Relations Agent is responsible to meet and exceed guest expectations
by providing efficient and courteous Guest Relations service in accordance
with Legendary Quality Experiences. The Guest Relations Agent will meet, greet,
and escort all VIP guests and will ensure a smooth arrival and a fond farewell.

Guest Relations Agent reports to Guest Relations Manager.

As a Guest Relations Agent, you will be responsible
for the following duties:

• Assist
  the Guest Relations Manager with VIP room inspections, guest greetings, amenity
  requests, and daily operations including communication forms and meetings.
  

• Monitor guest preferences, manage inventory and billing
  processes, and support the Front Office during peak periods.




• Ensure compliance with safety, hygiene, and industry regulations while
  maintaining quality assurance through inspections and audits.




• Establish personal connections with guests, track arrivals
  and departures, and proactively attend to individual guest needs throughout
  their stay.

• Foster teamwork, provide coaching, and collaborate
  with multiple departments to ensure smooth operations and high colleague
  satisfaction.

• Deliver exceptional guest service, handle
  complaints, perform check-ins/outs, and create memorable “WOW” moments aligned
  with MOHG Legendary Quality Experiences (LQEs).

As a Guest Relations Agent, we expect from you:

• Senior school qualification with at least 2 years’
  experience in a 5-star hotel environment, including 1 year in Front Office;
  pre-opening and Middle East experience are advantages.




• Proficient in Microsoft Office, PSMS, and other Front Office systems.
  

• Communicates effectively in English; additional language skills
  in Arabic or others are preferred.

• Demonstrates strong
  problem-solving abilities and the capacity to deliver high-level customer
  service tailored to guest expectations.

• Possesses excellent
  interpersonal, communication, and organizational skills, capable of multitasking
  in a fast-paced setting.

• Physically able to stand for long
  periods and work flexible shifts, including evenings, weekends, and holidays
  based on 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.

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