Guest Relations Supervisor

Mandarin Oriental Downtown, Dubai is looking for a Guest Relations Supervisor
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, Pavyllon Dubai by Yannick Alléno, and a street-level urban
eatery.

Additional features include a rooftop helipad,
a two-storey 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 Guest Relations Department
in Dubai, the Guest Relations Supervisor is responsible to support and execute
the operations in the Guest Relations section, elevate guest experience
and ensure all VIP guests and club guests are provided with high quality
service. Guest Relations Supervisor reports to Guest Relations
Manager.

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

• Ensures VIP rooms
  are prepared to guest preferences, attends to special requests, and anticipates
  needs throughout the stay, including handling luggage, amenities, and suite
  orientation.

• Collaborates with various departments (e.g.,
  Housekeeping, Spa, Concierge) to fulfill guest needs and ensure seamless
  service, including proper shift handovers and using systems like Alice
  App.

• Engages warmly with guests, manages expectations, addresses
  complaints, and consistently strives to deliver memorable and personalized “WOW”
  experiences.

• Conducts check-ins/check-outs, maintains inventory
  of guest supplies and amenities, and upholds hotel policies, ensuring full
  knowledge of all resort services and standards.

• Fosters
  teamwork, provides coaching and feedback, handles conflicts, and actively
  participates in meetings to drive continuous service improvement.




• Demonstrates humility, empathy, and integrity while promoting a culture
  of excellence aligned with the hotel’s Legendary Quality Experiences
  (LQEs).

As a Guest Relations Supervisor,
we expect from you:

• Senior School qualification with
  at least 2 years of experience in a 5-star hotel, including a minimum of 1 year
  in Guest Relations or Butler services.

• Advantageous to
  have prior experience in hotel pre-opening and working in the Middle East
  region.

• Proficient in Microsoft Office, PSMS, and other relevant
  front office software.

• Strong verbal and written communication,
  problem-solving, and interpersonal skills for engaging with guests
  and colleagues at all levels.

• Excellent organizational abilities
  with keen attention to detail; able to multitask and prioritize in a dynamic
  environment.

• Physically capable of standing for extended periods
  and flexible to work various shifts, including evenings, weekends,
  and holidays.

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?