Guest Relations Manager

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.

As a Guest Relations Manager at The Lana, Dorchester Collection 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. Stay up to twice a year at each hotel!
• 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’ll love what you do and take pride in delighting our guests:

• You will be responsible for enabling key brand benefit: build lasting relationships with our guests both locally and globally, especially DC VIPs. To ensure smooth and consistent transition and experience of our guests across Dorchester Collection. You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy “We Care” to life ensuring our employees and guests receive nothing but the best experience.
• You’ll have experience working in luxury hotels, delivering unique, tailored and personalized experiences and you will be responsible for guiding and inspiring the guest experience team to ensure our guests receive nothing but the best experience.
• Our Guest Relations Manager coaches the guest of the guest relations team and front of house team on building relationships with our guest.
• You will support and enhance the efforts of the guest experience and guest relations team.
• You’ll serve as a point of escalation for complex guest requests and complaints, and you’ll act on the initiatives directed by Dorchester Collection global guest loyalty & recognition leader.
• You’ll facilitate and promote our guest’s movement across Dorchester Collection and closely partners with other Guest Relations Leaders across the collection.
• You’ll have the ultimate empowerment to execute all guests requests with the hotel and impact guest experiences across Dorchester Collection. You will own relationships with the most valued guests of the hotel and at a global level.
• Our Guest Relations Manager will measure their success through DC VIP benefits delivery, number of guests moved across Dorchester Collection, guest engagement results & complaints resolution and finally repeat guest ratio.

The items shared are the essence of a day in the life of a Guest Relations Manager, but we’ll make sure you are provided with specifics on how we care for our hotel.

• You’ll bring your unique personality and passion to the role and the team.
• You will know our hotels and act as our brand ambassador. Knowing the stories and legends. Charismatic. Global & culturally aware. Understands luxury. Cultured.  Extreme guest centric. Comfortable with all social environments.
• You have a talent and strategic agility effectively managing short- and long-term business goals and ability to anticipate, identify and translate into innovative business solutions.
• 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. Demonstrates resourcefulness & business acumen.
• Ability to direct the creative process at every stage of production, from concepts to execution. Ability to communicate visually, requiring outstanding digital visualization skills (i.e. Mac, Power Point, design). Operational knowledge.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years. Your previous experience in the Middle East can be a plus, qualifications will be a competitive advantage.