Guest Relations Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Guest Relations Manager at Conrad Dubai, you’ll be a visible ambassador for the hotel, leading the Guest Relations team to deliver warm, personalised service in line with Forbes Travel Guide Five-Star service standards. From anticipating preferences and recognising returning guests to resolving concerns with empathy and discretion, you’ll help guests feel known and cared for, giving them a reason to return. You’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values are the driving force behind our success and directly inform the qualities we demand in every team member. This commitment to excellence is exemplified at the Conrad Hotel Dubai, where we unwaveringly deliver superior service and unforgettable experiences for our guests.

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Here’s what you’ll do during a typical day as a Guest Relations Manager at Conrad Dubai:

• Lead the guest experience from pre-arrival to post-departure: Review upcoming stays, anticipate preferences and special requests, and coordinate thoughtful touches such as welcome amenities, in-room arrangements, and celebrations.
• Be visible where guests need you most: Plan daily rounds across the lobby, reception, Executive Lounge, breakfast restaurant, and other public areas. Be present during peak arrivals, departures, and breakfast service to welcome guests, observe service, and address concerns early.
• Personalise VIP and repeat stays: Work with Front Office, Concierge, Housekeeping, and Food & Beverage to coordinate arrivals, departures, and itineraries for VIP, VVIP, high-profile, repeat, and long-stay guests. Ensure returning guests and loyalty programme members receive appropriate recognition.
• Build relationships that bring guests back: Connect personally with guests through conversations and courtesy calls, and maintain trusted relationships with loyal guests, luxury travel advisors, corporate clients, and key hotel partners.
• Champion Forbes Travel Guide Five-Star service standards: Lead by example in service etiquette, professional presentation, and refined communication. Conduct service observations and quality checks, and prepare the team for internal assessments and external evaluations.
• Own service recovery: Resolve escalated concerns promptly and discreetly, coach team members to handle issues with empathy and sound judgement, and follow up personally to confirm the resolution met the guest’s needs.
• Use guest insights with care: Keep guest profiles, preferences, stay history, and special occasions accurate and confidential. Share relevant details with the right teams so they can personalise current and future stays.
• Turn feedback into action: Review satisfaction scores, online reviews, and internal reports. Track concerns, resolutions, and follow-up actions, and work with department leaders to address recurring issues and prevent them from happening again.
• Develop the Guest Relations team: Set clear expectations, lead daily briefings and regular team meetings, and use coaching, performance reviews, and targeted training to strengthen service skills, professional conduct, and accountability.
• Report on service performance: Prepare regular updates on VIP experiences, guest feedback, and service recovery. Recommend practical improvements and track whether they improve service consistency and guest satisfaction.