Guest Relations Officer

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Guest Relations Officer to join our Guest Relations 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 recognized 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.

Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.

About The Job

Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Front Office Department, the Guest Relations Officer is responsible for maintaining the smooth operation of the Guest Relations Team. The Guest Relations Officer will act as the “owner” of the guest database and is responsible for executing a seamless MOWOW experience including delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. In the absence of the Guest Relations Manager, the Officer will act as a 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. The Guest Relations Officer reports to the Guest Relations Manager.

As Guest Relations Officer, you will be responsible for the following duties:

• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
• Supervise, train & audit Guest Relations Executives.
• Identify learning and development needs for all Guest Relations Executives and share those with the Guest Relations Manager.
• Develop new ideas for cost effective guest amenities.
• Updates accurate guest preferences and feedback in Opera.
• Selects MOWOW guests on a daily basis and completes the necessary arrangements for an enhanced stay.
• Works closely with the Front Office, Housekeeping, Room Services, Concierge, Executive Office, and all F&B departments.
• Maintains all quality standards and procedures from guest’s in-house stay to guest’s departure.
• Ensure customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
• Assists the Front Office during need periods.
• Maximize rooms revenue by upselling guests upon arrival.
• Provide quality service to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
• Supervise the daily operation of the Emirates Palace Boutique.
• Perform any other reasonable duties as required by the Rooms Division Manager or Front Office Manager.
  
  

• Previous experience in the same role in luxury property, resort experience is a plus
• Excellent interpersonal and communication skills
• Able to multi-task and work under pressure in busy operations
• The ability to work well in a team environment
• Driven, dynamic and energetic
• English – written and verbal, additional language will be an advantage
  
  

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.