Guest Relations Officer - VIP Services
Posted date [2026-07-04]
(ID: 47428)
 |
For more than half a century, Accor has been continuously reinventing the hospitality business by making daring moves and challenging the status quo. Innovation, adaptability, and resilience are part of our DNA. Hand in hand with our partners, owners and all stakeholders, we anticipate and respond to global shifts and clients’ evolving needs, fostering growth and building value while honoring our responsibility and working in harmony with our commitment to a sustainable future.... |
Job Description and Requirements
Guest Relations Officer - VIP ServicesJob Snapshot
Role: Guest Relations Officer - VIP Services
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Guest Services-Concierge
Experience: Fresher or minimum 1 year in a similar role in a 5-star hotel
Job Type: Full-time
Position Overview
Guest Relations Officer - VIP Services in Dubai, United Arab Emirates is a Hospitality hiring opportunity for a polished front office professional who can manage VIP arrivals, guest check-in and check-out, special requests, guest communication, complaint handling, and personalized service coordination. This role is ideal for a courteous and attentive candidate with strong hotel guest relations skills, excellent communication, and the ability to create memorable experiences for VIPs, MIPs, and hotel guests.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Guest Services-Concierge
Salary: 4000-6000
Estimated salary range based on similar jobs in the job city; please confirm the final
offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Relations Officer - VIP Services supports the front office operation by preparing VIP arrivals, coordinating room allocation, arranging amenities, escorting guests, resolving concerns, and keeping close communication with housekeeping, food and beverage, bell desk, reservations, and hotel leadership. The position plays a direct role in guest satisfaction, service recovery, repeat business, and the overall luxury arrival and departure experience.
Key Responsibilities
* Prepare daily VIP arrivals by checking room allocation, guest preferences, amenities, special requests, and arrival details.
* Keep mise en place ready for VIP arrivals, including registration cards, room keys, welcome drinks, and required arrival documents.
* Register guests and process check-in and check-out for VIPs efficiently, accurately, and professionally.
* Escort VIP guests to their rooms and explain key room features, hotel facilities, and relevant services.
* Update guest information in the hotel system after completing the check-in process.
* Handle cashiering duties, foreign exchange transactions, settlement procedures, and assigned night audit tasks.
* Manage walk-in counter reservations and assist with call-in reservations when the reservations section is closed.
* Provide friendly and courteous service to guests while responding quickly to requests, questions, and inquiries.
* Resolve guest complaints and requests by coordinating with the concerned department and ensuring immediate follow-up.
* Issue guest room key cards carefully and maintain effective control procedures for guest security.
* Ensure guest messages, mails, parcels, and packages are delivered to rooms accurately and on time.
* Assist at the information counter, foreign exchange desk, and business center whenever assigned.
* Maintain knowledge of hotel rate codes, packages, market segmentation, discounts, and related handling procedures.
* Maintain regular contact with hotel guests to ensure problems, complaints, and service needs are handled efficiently and courteously.
* Follow up with the Bell Desk regarding shuttle bus timing, guest transport support, and luggage-related coordination.
* Make daily courtesy calls to VIP rooms and selected guest rooms to check satisfaction and identify service needs.
* Report unusual occurrences, special requests, incidents, or guest concerns to the manager.
* Follow hotel accident prevention policies and remain alert to safety and security requirements.
* Maintain cleanliness, neatness, and professional presentation of the front office and guest relations area.
* Review the logbook, verify outstanding matters, and follow up on pending requests or special assignments.
* Check daily hotel situation, occupancy, functions, groups, VIP arrivals, VIP departures, and special guest movements.
* Re-announce VIP rooms to Housekeeping and Food and Beverage teams to support smooth preparation.
* Confirm departure details for the current day and next day to ensure smooth guest handling.
* Arrange bouquets, cakes, cards, or other amenities for guest birthdays, anniversaries, and special occasions.
* Check VIP rooms after amenities are placed to ensure standards are met before guest arrival.
* Coordinate with the Lobby Manager regarding arrival and departure transport arrangements.
* File daily guest relations reports and supporting documents in an organized and systematic manner.
* Complete shift handover by communicating all important information required for smooth continuation of operations.
* Coordinate guest information with Front Office, Housekeeping, Food and Beverage, and the General Manager for MIPs and VIPs.
* Review guest comments daily and contact guests where required to support direct action and service recovery.
* Handle Front Office guest complaints in coordination with the Front Office Manager and take corrective action to prevent recurrence.
* Escalate important guest concerns to the General Manager when necessary and support actions that convert dissatisfied guests into repeat customers.
Ideal Profile
* University degree in Hotel Management or a related hospitality discipline.
* Fresher or minimum 1 year of experience in a similar guest relations, front office, VIP services, or hotel reception role.
* Previous experience in a 5-star hotel is preferred, especially in guest relations or front office operations.
* Excellent communication skills with a courteous, empathetic, patient, and professional manner.
* Strong understanding of VIP guest handling, check-in and check-out procedures, guest preferences, and hotel service standards.
* Ability to coordinate smoothly with Front Office, Housekeeping, Food and Beverage, Bell Desk, Reservations, and management teams.
* Confident in handling guest complaints, special requests, sensitive situations, and service recovery with calm judgment.
* Comfortable with cashiering support, foreign exchange handling, guest records, room key control, and basic front office systems.
* Detail-oriented approach to documentation, logbooks, guest reports, room checks, and arrival preparation.
* Well-groomed, guest-focused, and able to maintain a warm professional presence in a luxury hospitality environment.
Skills Set
* VIP guest handling
* Guest relations
* Front office operations
* Check-in and check-out
* Room allocation coordination
* Guest complaint handling
* Service recovery
* Guest courtesy calls
* VIP room inspection
* Amenity coordination
* Hotel reservations support
* Cashiering duties
* Foreign exchange transactions
* Night audit support
* Key card control
* Guest security awareness
* Logbook handover
* Guest report filing
* Bell desk coordination
* Housekeeping coordination
* Food and beverage coordination
* Transport arrangement support
* Luxury hotel service
* Guest communication
* Hospitality systems
Why Join Us
This role offers a meaningful opportunity for a Guest Relations Officer to grow in Dubai’s Hospitality sector while gaining direct exposure to VIP service, front office operations, guest recovery, and luxury hotel coordination. The position is well suited for a professional who enjoys personalizing guest experiences, solving problems with care, and building a long-term career in hotel guest services. Employees can benefit from Accor worldwide discounted hotel rates, learning programs through Accor Academies, career development within the property and across international hotels, and opportunities to contribute to responsible hospitality initiatives such as Planet 21.
About the Company
Accor is a leading global hospitality group with hotels, resorts, restaurants, and lifestyle destinations across international markets. In Dubai, United Arab Emirates, Accor properties focus on warm guest experiences, professional service standards, responsible hospitality, and career growth for people building careers in front office, guest relations, rooms division, concierge services, and hotel operations.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Relations Officer - VIP Services supports the front office operation by preparing VIP arrivals, coordinating room allocation, arranging amenities, escorting guests, resolving concerns, and keeping close communication with housekeeping, food and beverage, bell desk, reservations, and hotel leadership. The position plays a direct role in guest satisfaction, service recovery, repeat business, and the overall luxury arrival and departure experience.
Key Responsibilities
* Prepare daily VIP arrivals by checking room allocation, guest preferences, amenities, special requests, and arrival details.
* Keep mise en place ready for VIP arrivals, including registration cards, room keys, welcome drinks, and required arrival documents.
* Register guests and process check-in and check-out for VIPs efficiently, accurately, and professionally.
* Escort VIP guests to their rooms and explain key room features, hotel facilities, and relevant services.
* Update guest information in the hotel system after completing the check-in process.
* Handle cashiering duties, foreign exchange transactions, settlement procedures, and assigned night audit tasks.
* Manage walk-in counter reservations and assist with call-in reservations when the reservations section is closed.
* Provide friendly and courteous service to guests while responding quickly to requests, questions, and inquiries.
* Resolve guest complaints and requests by coordinating with the concerned department and ensuring immediate follow-up.
* Issue guest room key cards carefully and maintain effective control procedures for guest security.
* Ensure guest messages, mails, parcels, and packages are delivered to rooms accurately and on time.
* Assist at the information counter, foreign exchange desk, and business center whenever assigned.
* Maintain knowledge of hotel rate codes, packages, market segmentation, discounts, and related handling procedures.
* Maintain regular contact with hotel guests to ensure problems, complaints, and service needs are handled efficiently and courteously.
* Follow up with the Bell Desk regarding shuttle bus timing, guest transport support, and luggage-related coordination.
* Make daily courtesy calls to VIP rooms and selected guest rooms to check satisfaction and identify service needs.
* Report unusual occurrences, special requests, incidents, or guest concerns to the manager.
* Follow hotel accident prevention policies and remain alert to safety and security requirements.
* Maintain cleanliness, neatness, and professional presentation of the front office and guest relations area.
* Review the logbook, verify outstanding matters, and follow up on pending requests or special assignments.
* Check daily hotel situation, occupancy, functions, groups, VIP arrivals, VIP departures, and special guest movements.
* Re-announce VIP rooms to Housekeeping and Food and Beverage teams to support smooth preparation.
* Confirm departure details for the current day and next day to ensure smooth guest handling.
* Arrange bouquets, cakes, cards, or other amenities for guest birthdays, anniversaries, and special occasions.
* Check VIP rooms after amenities are placed to ensure standards are met before guest arrival.
* Coordinate with the Lobby Manager regarding arrival and departure transport arrangements.
* File daily guest relations reports and supporting documents in an organized and systematic manner.
* Complete shift handover by communicating all important information required for smooth continuation of operations.
* Coordinate guest information with Front Office, Housekeeping, Food and Beverage, and the General Manager for MIPs and VIPs.
* Review guest comments daily and contact guests where required to support direct action and service recovery.
* Handle Front Office guest complaints in coordination with the Front Office Manager and take corrective action to prevent recurrence.
* Escalate important guest concerns to the General Manager when necessary and support actions that convert dissatisfied guests into repeat customers.
Ideal Profile
* University degree in Hotel Management or a related hospitality discipline.
* Fresher or minimum 1 year of experience in a similar guest relations, front office, VIP services, or hotel reception role.
* Previous experience in a 5-star hotel is preferred, especially in guest relations or front office operations.
* Excellent communication skills with a courteous, empathetic, patient, and professional manner.
* Strong understanding of VIP guest handling, check-in and check-out procedures, guest preferences, and hotel service standards.
* Ability to coordinate smoothly with Front Office, Housekeeping, Food and Beverage, Bell Desk, Reservations, and management teams.
* Confident in handling guest complaints, special requests, sensitive situations, and service recovery with calm judgment.
* Comfortable with cashiering support, foreign exchange handling, guest records, room key control, and basic front office systems.
* Detail-oriented approach to documentation, logbooks, guest reports, room checks, and arrival preparation.
* Well-groomed, guest-focused, and able to maintain a warm professional presence in a luxury hospitality environment.
Skills Set
* VIP guest handling
* Guest relations
* Front office operations
* Check-in and check-out
* Room allocation coordination
* Guest complaint handling
* Service recovery
* Guest courtesy calls
* VIP room inspection
* Amenity coordination
* Hotel reservations support
* Cashiering duties
* Foreign exchange transactions
* Night audit support
* Key card control
* Guest security awareness
* Logbook handover
* Guest report filing
* Bell desk coordination
* Housekeeping coordination
* Food and beverage coordination
* Transport arrangement support
* Luxury hotel service
* Guest communication
* Hospitality systems
Why Join Us
This role offers a meaningful opportunity for a Guest Relations Officer to grow in Dubai’s Hospitality sector while gaining direct exposure to VIP service, front office operations, guest recovery, and luxury hotel coordination. The position is well suited for a professional who enjoys personalizing guest experiences, solving problems with care, and building a long-term career in hotel guest services. Employees can benefit from Accor worldwide discounted hotel rates, learning programs through Accor Academies, career development within the property and across international hotels, and opportunities to contribute to responsible hospitality initiatives such as Planet 21.
About the Company
Accor is a leading global hospitality group with hotels, resorts, restaurants, and lifestyle destinations across international markets. In Dubai, United Arab Emirates, Accor properties focus on warm guest experiences, professional service standards, responsible hospitality, and career growth for people building careers in front office, guest relations, rooms division, concierge services, and hotel operations.
