Full job description

Guest Relations Agent

• JR-03992

• Rooms

• Full time

• Permanent
• Mandarin Oriental Downtown, Dubai

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