Guest Relations Manager

Hotel

The Lana - Dorchester Collection

Division & Department

Rooms - Guest Relations

Job Title

Guest Relations Manager

Contract Type

Permanent

Status

Full time

Position Overview

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests, where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process.

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Manager you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What youll get

As a Guest Relations Manager at The Lana Dubai, here are just some of the great benefits you will receive:

• Competitive Salary Package
• Family Benefits
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance for self and the family
• Life Insurance for self
• Annual Flight Allowance for self and the family
• Education Support Allowance for children
• Housing Allowance
• Transportation Allowance
• Uniform provided by the Company with complimentary laundry
  
  

• You will be responsible for catering to and nurturing the needs of all guests, with a particular focus on our VIP’s guests across all Dorchester Collection properties, ensuring they receive nothing sorts of exceptional experience from the moment of their initial inquiries, through their arrival, and continuing until their departure.
• You will also act as Brand ambassador, fully immersing yourself in our legendary stories, knowing our guests by name, and personalizing every interaction to reflect the heritage and luxury of the Dorchester Collection.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Relations Manager, you’’ bring these values to life-making impressions, creating emotional connections, and turning first-time guests into lifelong ambassadors.
• You will build long-term, meaningful relationship with guests, finding time to understand their personal stories, preferences, and needs, even during busiest moments.
• Your role will include identifying and recognizing loyal guests, proactively seeking opportunities to introduce them to other Dorchester Collection properties.
• You will collaborate closely with Sales and Revenue teams to align guest strategy with business objectives and tailor bespoke experiences.
• You will drive brand awareness within the hotel, offering insights and two-way feedback to the General Manager, Hotel Manager and other hotel leaders to continuously elevate the guest journey.
• You’ll maintain visibility across all guest touchpoints, ensuring consistent, luxury-level experiences that embody the Dorchester Collection standard.
• You will collaborate with a team of dedicated professionals and like-minded colleagues across the Dorchester Collection, consistently upholding the highest standards of privacy, cultural awareness, and storytelling. You will act as a vital link between guests and the hotel, helping to foster meaningful and lasting connections.
  
  

• You’ll bring your unique personality and charming charisma, passion and guest-centric mindset to both the role and the wider team.
• You have a talent for creating meaningful guest connections, resolving challenges with empathy, and leading by example in the luxury hospitality space.
• You can effectively manage short- and long-term business goals and have the ability to anticipate, identify and translate this into innovative business solutions.
• You have the ability to influence guest-focused behaviors across departments, and you understand the power of storytelling in shaping brand loyalty.
• You are a natural communicator, with exceptional written and verbal communication skills and a strong sense of cultural sensitivity and discretion.
• You demonstrate genuine empathy, understand luxury, and can easily build trust with a wide range of personalities.
• A strong conceptual thinker, including ideation, concept creation and execution. Intense curiosity with the ability to question conventional wisdom. Inquisitive, with attention to detail to execute on the research and clues. Demonstrate resourcefulness & business acumen.
• You are able to manage multiple relationships with ease. You have previous guest relations leadership experience for luxury industry. Basic understanding of the operating systems.
• You are an eloquent and confident speaker with a strong background in ultra-luxury environment and proven track record in dealing effectively with UHNW individuals.