Guest Relations Officer
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Key skills for this role
About the Role
Raffles The Palm Dubai seeks a Guest Relations Officer to architect the individual guest journey, ensuring seamless pre-arrival to post-departure experiences. The role requires 2+ years in luxury hotel guest-facing roles, knowledge of Forbes/LQA standards, and proficiency in Opera PMS.
Key Skills for This Role
Responsibilities
- Hold thorough knowledge of all Guest Relations Service SOPs and Raffles Brand Standards
- Maintain working proficiency across all platforms used to capture, action, and track the guest journey
- Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, and property wide facilities
- Stay continuously informed on arriving guests: profiles, histories, preferences, special occasions
- Operate as the orchestrator of the guest journey from pre arrival to post departure
- Initiate meaningful pre arrival contact and personalize every element of the arrival
- Conduct in room check ins and room orientations with warmth and genuine curiosity
- Anticipate needs before they are expressed and manage all guest requests with full personal accountability
- Handle complaints and service failures with ownership and composure
- Inspect arrival and occupied rooms through a Guest Relations Officer's perspective
Requirements
- Minimum 2 years of experience in a guest facing role in a luxury or ultra luxury hotel environment
- University degree, preferably in Hospitality Management, Tourism, or a related field
- Proficiency in English is essential
- Familiarity with Forbes or LQA standards preferred
- Knowledge of Opera PMS
- Flexible availability including nights, weekends, and holidays
- Housekeeping, Food and Beverage or/and Guest Relations knowledge
Full Job Posting
Company Description
- Raffles Hotels & Resorts: The Birthplace of stories and legends since 1887.
- Raffles The Palm Dubai: Opened in 2021 on Palm Jumeirah, a palatial beach resort with 340 rooms, suites and villas.
Job Description
- We invite you to join the world of luxury hospitality at Raffles The Palm as Guest Relations Officer.
- The Guest Relations Officer is the architect of the individual guest journey: the single point of continuity from reservation to departure.
Key Responsibilities Knowledge
- Hold thorough, practised knowledge of all Guest Relations Service SOPs.
- Remain fully current on Raffles Brand Standards, LQA criteria, Forbes Travel Guide standards.
- Maintain working proficiency across all platforms used to capture, action, and track the guest journey.
- Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in house experiences, and property wide facilities.
- Stay continuously informed on arriving guests: their profiles, histories, preferences, special occasions.
- Remain current on local culture, seasonal events, and the area’s social landscape.
Key Responsibilities The 360° Guest Journey
- Internalise and embody the Raffles brand personality: Charming, Graceful, Thoughtful, and Welcoming.
- Consistently execute the Top 5 Service Excellence pillars: Look, Smile, Talk, Listen, and Thank.
- Operate as the orchestrator of the guest journey from pre arrival to post departure.
- Initiate meaningful pre arrival contact and personalise every element of the arrival.
- Conduct in room check ins and room orientations with warmth and genuine curiosity.
- Anticipate needs before they are expressed.
- Manage all guest requests with full personal accountability.
- Handle complaints and service failures with ownership and composure.
- Inspect arrival and occupied rooms through a Guest Relations Officer's perspective.
- Execute Raffles Rituals and special occasion set ups with precision and creativity.
- Offer packing and unpacking service with discretion.
- Monitor DND and OOO rooms with diligence.
Personal Attributes
- Guest Journey Ownership, Empathy & Anticipation, Emotional Intelligence, Personalisation, Cultural Sensitivity, Service Recovery, Attention to Detail, Multitasking, Strong Interpersonal Skills.
- Commercial awareness. Multi cultural fluency across international guest profiles.
- Neat, polished appearance. Articulate. Good posture.
Experience & Qualifications
- Minimum 2 years of experience in a guest facing role in a luxury or ultra luxury hotel environment.
- University degree, preferably in Hospitality Management, Tourism, or a related field.
- Proficiency in English is essential; knowledge of other languages is a plus.
- Familiarity with Forbes or LQA standards preferred.
- Knowledge of Opera PMS.
- Flexible availability including nights, weekends, and holidays.
- Housekeeping, Food and Beverage or/and Guest Relations knowledge.
Employee Benefits
- Complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties.
- Special dining and wellness discounts.
Our Values
- Respect: We value the needs, ideas and individuality of others.
- Excellence: We make genuine connections and cherish every opportunity.
- Belonging: We celebrate our differences and support each other.
- Empowerment: We have authority to take initiative.
- Integrity: We build trust through mutual respect and being authentic.
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