Assistant Guest Relations Manager Mandarin Oriental Hotel Group

Based at the Mandarin Oriental Downtown, Dubai within the Guest Relations department in Dubai, the Assistant Guest Relations Manager is responsible to oversee Guest Relations department, Coffee person and Lobby hostess teams. They will be the key liaison between the hotel and our guests and will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. Assistant Guest Relations Manager reports to the Guest Relations Manager.

As an Assistant Guest Relations Manager, you will be responsible for the following duties:

• Serve as the main ambassador of the hotel, ensuring all guest interactions reflect professionalism, care, and brand standards.

• Oversee all guest relations functions, including VIP arrangements, special requests, and personalized experiences to drive guest satisfaction and loyalty.

• Lead, coach, and support the Guest Relations team, fostering teamwork, accountability, and adherence to hotel policies and service standards.

• Coordinate closely with key departments to ensure smooth operations, timely communication, and seamless delivery of VIP amenities and services.

• Analyse guest feedback and satisfaction data to identify improvement areas, enhance service quality, and support ongoing training initiatives.

• Promote a positive workplace culture by encouraging collaboration, recognizing achievements, resolving conflicts constructively, and modeling service excellence.

As an Assistant Guest Relations Manager, we expect from you:

• At least 3 years of experience in a luxury 5-star hotel environment.

• Minimum 2 years of Front Office or Guest Relations experience in a luxury hotel.

• Minimum 2 years of Butler experience in a luxury setting.

• Proficient in Microsoft Office, PSMS, Alice, Alliants, Seven Rooms, and Rex systems.

• Previous hotel pre-opening experience is an advantage.

• Middle East experience and fluency in multiple languages are preferred.