Guest Relations Executive

Hyatt Centric Jumeirah Dubai is a lifestyle hotel designed for modern travelers seeking authentic local experiences. Located in the heart of Dubai, we are dedicated to delivering memorable guest experiences through exceptional service, innovation, and genuine hospitality.

As a Guest Relations Executive, you will be responsible for creating memorable guest experiences by delivering personalized service throughout the guest journey. You will act as a key contact for guests, ensuring their needs are anticipated and exceeded while maintaining Hyatt's standards of service excellence. This role requires strong communication skills, attention to detail, and a genuine passion for hospitality.

Key Responsibilities

• Deliver the Hyatt brand promise and provide exceptional guest service at all times, ensuring memorable and personalized experiences for all guests.
• Build strong relationships with guests, anticipate their needs, and handle inquiries, requests, feedback, and complaints in a courteous, professional, and efficient manner.
• Serve as a key point of contact for VIP guests, special occasions, and guest recognition initiatives to enhance overall guest satisfaction.
• Monitor guest feedback across online review platforms, OTAs, Medallia, and other reputation channels, ensuring timely, personalized, and brand-aligned responses.
• Escalate urgent or high-impact guest concerns to management and follow through to ensure satisfactory resolution.
• Encourage guest feedback and identify opportunities to increase positive online reviews while adhering to platform guidelines and company standards.
• Analyze guest feedback trends and share insights with relevant departments to support continuous improvement in service delivery and guest satisfaction.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless service and effective guest issue resolution.
• Ensure Hyatt brand standards, guest experience initiatives, and operational procedures are consistently implemented.
• Support daily Front Office operations, including cashiering responsibilities, cash handling procedures, and maintaining accurate records where required.
• Assist in inventory control and the maintenance of operating equipment and hotel assets.
• Maintain a visible presence in the lobby during peak periods to engage with guests and provide immediate assistance when needed.
• Support team development through coaching, training, and sharing guest feedback to enhance service standards across departments.
• Maintain accurate guest profiles, preferences, and service recovery records within hotel systems.
• Ensure compliance with all hotel policies, financial procedures, health and safety regulations, and local legislative requirements.
• Maintain a professional appearance, uphold Hyatt's Values and Culture Characteristics, and demonstrate flexibility in supporting operational and guest service needs across the hotel.

Qualifications - External

• Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
• Previous experience in Guest Relations, Front Office, or a similar guest-facing role within a luxury hotel environment.
• Strong understanding of online reputation management platforms, guest feedback systems, and service recovery practices is an advantage.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in English is required; additional languages are an advantage.
• Proficiency in Microsoft Office applications and hotel property management systems.
• Strong organizational skills with the ability to multitask in a fast-paced environment.