Overview
Guest Relations Manager Jobs in Dubai, United Arab Emirates at Sunset Hospitality Group
Title: Guest Relations Manager
Company: Sunset Hospitality Group
Location: Dubai, United Arab Emirates
Sunset Hospitality Group (SHG) is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more. SHG operates 111 properties in 26 countries with a commitment to deliver authentic and diverse hospitality experiences that bring people together, all around the world.
We are seeking an experienced and passionate Guest Relations Manager to lead our guest experience journey at TAPASAKE, an expanding concept offering an extraordinary dining experience where Japanese cuisine meets Mediterranean flavors. Blending modern techniques with rich traditions, each destination serves exquisite cuisine in an atmosphere of elegance and refinement, complemented by stunning views and vibrant energy. The poolside ambiance enhances the experience, with some locations offering a lively atmosphere where guests can relax and enjoy exceptional cuisine.
As Guest Relations Manager, you will oversee the guest relations team, ensure seamless arrival and departure experiences, manage VIP guests and special occasions, handle guest feedback with professionalism, and work closely with the restaurant operations team to create memorable moments that exceed expectations.
Key Responsibilities:
- Responsible for the entire Guest Relation department procedures and processes.
- Ensure that Guest Relation department are working aligned with established procedures and processes to sustain consistency.
- Creating personalized and memorable guest experiences
- Managing VIPs, celebrities, and repeat guests
- Building guest loyalty and brand advocacy
- Leading service recovery for high-profile situations
- Working with operations, reservations, F&B, and marketing to elevate the overall guest journey
- Coaching the guest relations team to deliver luxury service standards
- To ensure all telephone calls are handled politely, timely and efficiently. Ascertaining and accurately meeting the caller’s needs.
- Increase repeat business through relationship building and interaction.
- Actively seek opportunities to increase revenue.
- Understand the competitive marketplace through analysis of trends and data and build strategic approach to manage trends.
- To communicate and track reservations and special requests made by the guests, coordinating with the relevant departments to ensure seamless execution.
- Review booked reservations and arrival reports daily.
- Ensure smooth communication in regard to bookings and occupancy.
Ideal Candidate:
- A proven experience as Guest Relations Manager with at least 3-5 years within upscale lifestyle dining venues.
- Strong leadership and people management skills.
- Excellent interpersonal and organizational skills
- Strong analytical and project management skills
- Good business awareness including external markets and competitor positions
- A passion for delivering exceptional guest experiences.
- Excellent communication and problem-solving abilities.
- Experience managing reservations, VIP guests, and service recovery.
- Fluency in English; additional European languages are an advantage.
- Good knowledge of policies and procedures, their development and applications
- Strong relationship building skills
- Highly cooperative team spirit