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Guest Relations Manager
Dusit Ajman Resort & Villas
Ajman Emirate, UAE
Full Time
Manager
Onsite
1 weeks ago
Guest RelationsCustomer ServiceCommunicationProblem SolvingTeam CoordinationHospitality Management
Free
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Guest RelationsCustomer ServiceCommunication
About the Role
Dusit Ajman Resort & Villas seeks a Guest Relations Manager to oversee the guest journey from pre-arrival to post-departure. The role involves managing VIP programs, resolving service issues, and coordinating with front office, housekeeping, F&B, and spa teams.
Key Skills for This Role
Guest RelationsCustomer ServiceCommunicationProblem SolvingTeam CoordinationHospitality Management
Responsibilities
- Oversee the guest journey from pre arrival to post departure, ensuring a seamless, personalized, and memorable experience
- Welcome and engage guests, manage VIP and long stay guest programs
- Resolve service issues and coordinate with front office, housekeeping, F&B, and spa teams to uphold service standards
- Monitor guest feedback across various channels and implement service improvements
- Support training initiatives to strengthen guest service culture
- Maintain accurate guest records and prepare reports on guest satisfaction trends
- Represent the resort in a professional manner at all times
Requirements
- Strong Guest Relations and Customer Service skills
- Excellent Communication abilities in English (additional languages an advantage)
- Demonstrated focus on Customer Satisfaction, including experience handling guest feedback, complaints, and service recovery
- Experience in Training team members on service standards, brand values, and guest interaction best practices
- Previous supervisory or managerial experience in hospitality or luxury resort environments
- Solid organizational and problem solving skills, with attention to detail
- Knowledge of front office operations and hospitality systems (PMS, CRM) is preferred
- Relevant diploma or degree in Hospitality Management or related field is beneficial
Full Job Posting
Company Description
- Dusit Ajman Resort & Villas is a beachfront sanctuary on the Arabian Gulf, combining Dusit’s Thai inspired elegance with the welcoming spirit of the Emirates.
- The resort is set along one of the UAE’s finest private beaches, featuring 400 metres of white sand and turquoise water, while remaining just 25 minutes from Dubai.
- Guests can enjoy al fresco dining under the stars, rejuvenating spa experiences, and tranquil beachfront villas designed for relaxation.
- The property focuses on creating meaningful connections, aiming for guests to arrive as visitors and depart feeling like family.
Role Description
- The Guest Relations Manager is a full time, on site role based in Ajman Emirate, United Arab Emirates.
- This role oversees the guest journey from pre arrival to post departure, ensuring a seamless, personalized, and memorable experience for all guests.
- Daily responsibilities include welcoming and engaging guests, managing VIP and long stay guest programs, resolving service issues, and coordinating with front office, housekeeping, F&B, and spa teams to uphold service standards.
- The Guest Relations Manager monitors guest feedback across various channels, implements service improvements, and supports training initiatives to strengthen guest service culture.
- The role also involves maintaining accurate guest records, preparing reports on guest satisfaction trends, and representing the resort in a professional manner at all times.
Qualifications
- Strong Guest Relations and Customer Service skills, with a proven ability to create personalized and memorable guest experiences.
- Excellent Communication abilities, including clear interpersonal, written, and verbal communication in English (additional languages are an advantage).
- Demonstrated focus on Customer Satisfaction, including experience handling guest feedback, complaints, and service recovery.
- Experience in Training team members on service standards, brand values, and guest interaction best practices.
- Previous supervisory or managerial experience in hospitality or luxury resort environments.
- Solid organizational and problem solving skills, with attention to detail and the ability to work in a fast paced setting.
- Knowledge of front office operations and hospitality systems (PMS, CRM) is preferred.
- Relevant diploma or degree in Hospitality Management or a related field is beneficial.
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