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, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Guest Relations Supervisor will 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. All preferences and guests’ requests need to be attended to in a courteous and efficient manner as per the Hotel standards.

Responsibilities

Departmental:

• Ensures that all V.I.P.'s rooms are checked prior to guests’ arrival and ensures room is ready as per guest preference prior to arrival.
• Liaises with the team on anticipated Guest check‑ins, check‑outs, room assignments and rooming list.
• Keeps concerned departments informed about the guest allergies and food preferences.
• Introduces Hotel Facilities and services to Guests.
• Meets with guests daily in order to review their daily program.
• Attend to specific guest’s requests ensuring efficient and proactive service.
• Follows and anticipate all the guest needs until they are completed to the total guest satisfaction.
• Anticipates on guest preferences and needs throughout the guest stay and follow up Alice App requests.
• Ensures all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all can carry out personalized service to the guest throughout the stay.
• Ensures all data and preferences of the guest are retrieved prior to arrival, when required liaise with GRM to collect and provide accurate information.
• Attends to guest luggage and belongings as per guest preferences in un- packing, packing, storage and other.
• Takes care of the guest's requests and liaise with respective departments: laundry, wake up call, spa bookings, concierge, and any special requests etc.
• Communicates any special needs, food requests or disabilities to Leaders of Butlers/Guests recognition and other concerned departments.
• Carry out proper hand over to other shifts handling the guest ensuring the guest preferences are always followed through.
• Supports other departments such as Front Desk, Housekeeping and Room service.
• Have full knowledge of all resort services, hours, and locations around the resort.
• Needs to conduct Suite orientation and hotel tours when applicable.
• Greets guests at the lobby and conduct in suite check-in and check-out.
• Makes sure that Guest Suites are fully replenish with amenities, F&B supplies, and flowers.
• Monitors and maintains the inventory of supplies and amenities.
• Implement and uphold hotel policies and procedures to ensure compliance with industry standards and regulations

 Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

 Skills and Qualifications

• Senior School qualification.
• Minimum 2 years of experience working in a 5-star hotel environment.
• A minimum of 1 year of Guest Relations or Butler experience.
• Previous experience working in Hotel pre-opening, in the Middle East Region is an advantage.
• Strong commands of Microsoft Office products, PSMS and all related front office software.
• Effective verbal and written communication.
• Strong problem-solving skills.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.