Guest Relations Officer

Company: IIQAF Group
Location: Dubai, United Arab Emirates
Industry: Hospitality
Employment Type: Full-Time
Salary: AED 6,500 – AED 7,000 per month

Job Summary

IIQAF Group is seeking a professional, friendly, and customer-focused Guest Relations Officer to join our hospitality team in Dubai. The successful candidate will be responsible for delivering exceptional guest service, handling guest inquiries and requests, resolving complaints, supporting front office operations, and ensuring a positive and memorable guest experience.

Key Responsibilities

• Welcome and assist guests in a professional, friendly, and courteous manner.
• Provide exceptional guest relations and customer service throughout the guest journey.
• Handle guest inquiries, requests, feedback, and complaints promptly and professionally.
• Coordinate with front office, housekeeping, food and beverage, concierge, and management teams to resolve guest requirements.
• Assist with guest check-in, check-out, room information, reservations, and hotel services when required.
• Maintain accurate guest information and service records using hotel or hospitality management systems.
• Handle VIP guests and special requests according to company hospitality standards.
• Monitor guest satisfaction and communicate recurring issues to management.
• Assist with special events, conferences, banquets, and hospitality functions.
• Maintain professional communication with guests both in person and by telephone or email.
• Ensure compliance with company policies, hospitality standards, health and safety procedures, and guest privacy requirements.
• Prepare guest feedback reports and assist management with improving guest experience and service quality.

Required Qualifications

• Diploma or Bachelors degree in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field is preferred.
• Previous experience as a Guest Relations Officer, Guest Relations Executive, Guest Service Officer, Guest Service Executive, Front Office Executive, Front Desk Agent, Customer Service Executive, or Hotel Receptionist is preferred.
• Experience in hotels, resorts, restaurants, hospitality establishments, or tourism is highly desirable.
• Strong knowledge of guest relations, front office operations, customer service, and hospitality standards.
• Excellent verbal and written communication skills.
• Professional appearance and positive, welcoming personality.
• Strong complaint handling, problem-solving, and conflict-resolution skills.
• Ability to work in a fast-paced hospitality environment.
• Willingness to work flexible shifts, weekends, evenings, and public holidays.

Required Skills

• Guest Relations
• Guest Services
• Customer Service
• Hospitality Management
• Hotel Operations
• Front Office Operations
• Communication Skills
• Problem Solving
• Teamwork
• Attention to Detail
• Time Management
• Professionalism

Benefits

• Medical insurance
• Paid annual leave
• UAE employment visa
• End-of-service benefits as per UAE Labour Law
• Staff meals where applicable
• Uniform provided
• Professional hospitality training
• Career development opportunities
• Supportive and multicultural working environment