Guest Relations Officer

About Raffles Hotels & Resorts

Founded in 1887, Raffles is an iconic brand known for its rich heritage and exceptional hospitality. Raffles hotels are located at prestigious landmarks worldwide, offering culturally rich and intellectually engaging experiences that honor the local community, heritage, and environment.

About Raffles The Palm Dubai

Launched in 2021 on the western crescent of Palm Jumeirah, the world's largest man-made island, this grand resort offers 340 spacious rooms, suites, and villas. Its design is inspired by European palaces with elegant Italian furnishings. Guests enjoy panoramic views, a private beach, modern entertainment and recreation amenities including boutiques, a VIP cinema, exclusive dining venues, and versatile conference areas.

Role Overview

We are seeking a Guest Relations Officer to join the luxury hospitality team at Raffles The Palm. Reporting to the Guest Relations Supervisor or Guest Experience Manager, this role involves managing the guest journey seamlessly from reservation to departure. The Guest Relations Officer creates memorable experiences by being approachable, attentive, and proactive throughout the guest's stay.

Key Responsibilities

• Possess in-depth knowledge of Guest Relations SOPs and apply them confidently to deliver consistent, high-quality service.
• Stay updated on Raffles Brand Standards, LQA, Forbes Travel Guide standards, and recognize the global benchmarks for five-star hospitality.
• Efficiently use multiple platforms to capture, manage, and track guest interactions.
• Maintain expert awareness of room types, suites, food and beverage options, in-house experiences, and property facilities.
• Continuously research arriving guests to understand their preferences, profiles, and special occasions for personalized service.
• Remain knowledgeable about local culture, events, and community happenings to advise guests authentically.
• Exemplify the Raffles brand personality—charming, graceful, thoughtful, and welcoming—in every guest interaction.
• Consistently demonstrate key service excellence pillars: attentive appearance, welcoming smiles, engaging communication, active listening, and gratitude.
• Coordinate all departments to provide a smooth, cohesive guest experience from pre-arrival through post-departure.
• Initiate tailored pre-arrival communications anticipating guest needs to personalize their stay.
• Conduct warm, personalized in-room check-ins and orientations, adapting engagement to guest preferences.
• Communicate effectively with guests through appropriate channels while maintaining the Raffles tone — elegant and considerate.
• Anticipate guest requests proactively and assist with all needs promptly and comprehensively.
• Be present and attentive during guest stays, ensuring availability and responsiveness.
• Handle guest complaints calmly and professionally, ensuring problems are resolved fully to restore guest satisfaction.
• Inspect guest rooms from a Guest Relations perspective to maintain quality standards.
• Arrange special occasions and Raffles rituals with creativity and attention to detail.
• Assist with packing and unpacking services discreetly and attentively.
• Monitor DND (Do Not Disturb) and OOO (Out of Order) rooms vigilantly, responding swiftly to welfare concerns per SOP.
• Maintain detailed, accurate Guest Relations notes to support consistent personalized service.
• Engage in informed upselling by recommending suitable experiences and dining options genuinely aligned to guest preferences.
• Collaborate with various departments such as Housekeeping, Private Dining, Front Office, Engineering, and Concierge to guarantee seamless guest service.
• Practice the "We Are All Butlers" philosophy, treating colleagues as integral to guest success and reflecting Raffles standards in all interactions.
• Participate actively in shift briefings, meetings, and training sessions to enhance team effectiveness and culture.

Candidate Requirements

• Minimum of two years experience in a guest-facing role within luxury or ultra-luxury hotel environments.
• Bachelor's degree preferably in Hospitality Management, Tourism, or a related discipline.
• Fluent in English; proficiency in additional languages is advantageous.
• Familiarity with Forbes or LQA standards is preferred.
• Experience with Opera PMS hotel management system.
• Knowledge of Housekeeping, Food and Beverage, or Guest Relations operations is beneficial.
• Flexibility to work nights, weekends, and holidays as required.
• Demonstrate personal qualities such as empathy, emotional intelligence, attention to detail, cultural awareness, multitasking, strong interpersonal communication, and commercial awareness.
• Present a polished, articulate, and professional appearance with poised demeanor.

Additional Information

Employees benefit from exclusive perks including complimentary upgrades, extended and discounted stays at Fairmont & Raffles hotels, special pricing on dining and wellness services, and additional luxuries. The company fosters a respectful, inclusive culture valuing diversity, empowerment, integrity, and unity. Candidates must complete a mandatory compatibility assessment post application to align with Raffles' culture of luxury excellence.