Guest Relations Executive

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 Executive - Emirati at Conrad Dubai, you will play an important role in creating exceptional guest experiences through genuine hospitality, personalized attention, and thoughtful service. From warmly welcoming guests to anticipating their needs, recognizing special occasions, and responding to individual preferences, you will help create meaningful connections and memorable moments throughout their stay. Working closely with the Guest Relations team and other departments, you will uphold Conrad’s luxury service standards and Forbes guidelines, ensuring every guest feels genuinely valued, cared for, and welcomed.

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 shape the qualities we look for in every team member. As part of theaward-winning Conrad Dubai team, you’ll bring these values to life through thoughtful service, attention to detail, and memorable experiences that define luxury hospitality.

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 Executive - Emirati at Conrad Dubai:

• Deliver Exceptional Guest Experiences: Lead by example in creating warm, personalized, and memorable guest experiences while supporting the daily operations of the Guest Relations team in line with Conrad’s luxury hospitality standards.
• Create Personalized Pre-Arrival Experiences: Coordinate thoughtful pre-arrival communications with Hilton Honors members, VIPs, and returning guests to understand their preferences, recognize special occasions, and arrange meaningful touches ahead of their stay.
• Coordinate VIP Arrivals and Room Readiness: Conduct VIP room inspections, verify personalized amenities, and collaborate with relevant departments to ensure every detail is thoughtfully prepared before guest arrival.
• Support Room Allocation and Guest Preferences: Work closely with Front Office to coordinate room assignments, considering guest preferences, special requests, and the recognition of Hilton Honors Diamond members, VIPs, and suite guests.
• Create Memorable Welcomes: Personally welcome and engage with guests, ensuring a smooth arrival experience and thoughtful recognition that makes every guest feel genuinely valued.
• Build Meaningful Guest Connections: Maintain a visible and approachable presence in the lobby and guest areas, proactively engaging with guests, anticipating their needs, and creating opportunities to exceed expectations.
• Capture Guest Feedback and Preferences: Conduct courtesy calls, gather valuable guest insights and Golden Nuggets, and ensure preferences are accurately recorded in guest profiles to enhance future experiences.
• Create Thoughtful Family Experiences: Coordinate personalized amenities, age-appropriate activities, and special surprises for younger guests, ensuring families feel welcomed and cared for throughout their stay.
• Handle Guest Requests with Care: Respond professionally to guest inquiries, special requests, and concerns through personal interactions, telephone, and email, providing timely, empathetic, and effective solutions.
• Support Guest Recovery and Satisfaction: Monitor Opportunity Logs, follow up on guest concerns, and collaborate with Duty Managers and relevant departments to ensure appropriate resolutions and restore guest confidence.
• Empower and Guide Team Members: Support the Guest Relations team in resolving guest challenges confidently, applying the established empowerment matrix and exercising sound judgment within approved guidelines.
• Coach and Develop the Team: Assist with onboarding, training, and mentoring team members, reinforcing professional grooming, luxury service etiquette, communication standards, and departmental procedures.
• Champion Luxury Service Standards: Promote consistent application of Conrad brand standards, Hilton Honors benefits, Forbes service expectations, and thoughtful +1 service opportunities that elevate the guest journey.
• Coordinate Guest Information and VIP Updates: Communicate VIP arrivals, special occasions, guest preferences, and important in-house updates through daily briefings and approved internal communication channels, ensuring relevant departments are well prepared.
• Maintain Accurate Guest Profiles: Ensure guest preferences, special requests, and service-related information are accurately documented, updated, and handled with discretion and confidentiality.
• Strengthen Guest Loyalty: Coordinate thoughtful post-departure communications, express appreciation for guests' stays, invite genuine feedback, and encourage continued engagement with Conrad Dubai.
• Promote Hotel Experiences: Maintain excellent knowledge of hotel facilities, dining venues, services, and promotions, confidently recommending tailored experiences and identifying appropriate upselling opportunities.
• Collaborate Across Departments: Participate in daily briefings and departmental meetings, working closely with Front Office, Housekeeping, Food & Drinks, and other teams to ensure coordinated and attentive guest service.
• Represent Conrad Dubai with Pride: Demonstrate professionalism, cultural awareness, discretion, and genuine hospitality in every interaction, fostering an inclusive environment where guests and team members feel respected, welcomed, and valued.