Guest Relations Officer - VIP Services
Posted date [2026-07-26]
(ID: 48661)
 |
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: Customer Service
Experience: Fresher or minimum 1 year in a similar five-star hotel role
Job Type: Full-time
Position Overview
Accor is hiring a Guest Relations Officer - VIP Services in Dubai, United Arab Emirates, for a Hospitality opportunity focused on personalized arrivals, guest recognition, front office coordination, and service recovery. The position will manage important details throughout the VIP journey, from preparing rooms and welcome amenities to completing check-in, following up requests, and organizing departures.
The successful candidate will combine polished guest interaction with accurate administrative work. Close coordination with Front Office, Housekeeping, Food and Beverage, Bell Desk, and hotel leadership will be essential for delivering discreet and memorable service.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Customer
Service
Salary: 3500-5500
Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Relations Officer represents the hotel during some of its most sensitive and visible guest interactions. The role ensures that VIPs and other priority guests receive properly prepared rooms, accurate information, prompt assistance, and thoughtful recognition throughout their stay.
Strong performance supports guest loyalty, protects the hotel\'s luxury service reputation, and prevents small concerns from developing into formal complaints. The position also maintains operational continuity by sharing complete information across departments and shifts.
Key Responsibilities
* Review the daily arrival list and identify VIPs, important guests, groups, functions, and special occasions.
* Coordinate room allocations, amenities, welcome arrangements, and recorded preferences before arrival.
* Prepare registration cards, room keys, welcome drinks, and other check-in materials.
* Reconfirm VIP room status with Housekeeping and Food and Beverage teams.
* Inspect priority rooms after amenities have been placed and report any concern immediately.
* Welcome VIP guests and complete registration professionally and efficiently.
* Escort guests to their rooms while explaining relevant hotel facilities and services.
* Update guest profiles and stay information in the hotel operating system.
* Protect confidential information and follow key-card security controls.
* Arrange flowers, cakes, cards, and suitable amenities for birthdays and anniversaries.
* Coordinate arrival and departure transport with the Lobby Manager and Bell Desk.
* Follow up shuttle-bus movements and provide accurate information to guests.
Throughout each stay, the Guest Relations Officer will maintain appropriate contact without becoming intrusive. Courteous calls, lobby interaction, and careful review of guest feedback should be used to identify service opportunities early.
* Respond promptly to guest requests, questions, and special arrangements.
* Coordinate requests with the responsible department and verify that action has been completed.
* Handle complaints calmly and take practical corrective action within assigned authority.
* Work with the Front Office Manager when a concern requires further investigation or compensation.
* Inform the General Manager about serious or sensitive guest matters when necessary.
* Review daily guest comments and contact guests when direct follow-up could improve satisfaction.
* Record preferences, concerns, and service-recovery actions for future reference.
* Maintain continuous communication with Front Office, Housekeeping, Food and Beverage, and senior management regarding VIP activity.
* Deliver or coordinate guest messages, mail, parcels, and approved items.
* Assist at the information counter, foreign exchange desk, and business centre when assigned.
* Process walk-in and telephone reservations when the reservations section is closed.
* Maintain working knowledge of room rates, packages, market segments, and discounts.
The position also includes front office financial and administrative duties requiring accuracy and accountability.
* Process cashiering activities and guest account settlements.
* Handle foreign currency transactions according to hotel procedures.
* Support night-audit tasks when included in the assigned shift.
* Confirm departure arrangements for the current day and review requirements for the following day.
* Maintain accurate daily guest relations reports and file supporting documents systematically.
* Review the logbook and follow up incomplete requests or outstanding assignments.
* Record unusual incidents and report them promptly to the responsible manager.
* Provide the next shift with a complete handover covering arrivals, departures, complaints, transport, and pending actions.
* Keep the guest relations and front office areas clean, orderly, and ready for service.
* Follow hotel procedures covering accident prevention, fire safety, security, and emergency response.
* Carry out other guest relations or front office duties assigned by management.
Ideal Profile
Applicants should hold a university degree in Hotel Management, Hospitality Management, or a related field. Fresh graduates may be considered, while candidates with at least one year of comparable guest relations or front office experience in a five-star hotel will have an advantage.
This appointment suits someone who notices details before they become problems. The ideal candidate will communicate with warmth, remain composed around demanding or high-profile guests, and coordinate several departments without losing track of deadlines or special requests.
Relevant qualities include:
* Excellent spoken and written communication
* Empathy, patience, and a courteous manner
* Confidence interacting with VIPs and international guests
* Careful attention to names, preferences, room details, and celebrations
* Sound judgment when resolving complaints
* Discretion when handling confidential guest information
* Ability to manage competing priorities during busy arrival periods
* Professional grooming and luxury service awareness
* Willingness to work rotating shifts, weekends, and public holidays
* Reliable follow-through across departmental requests
Skills Set
* VIP arrival preparation
* Guest relations management
* Personalized check-in and check-out
* Hotel property management systems
* Guest profile updating
* Room allocation coordination
* Welcome amenity planning
* VIP room inspection
* Guest escort procedures
* Service recovery
* Complaint resolution
* Cashiering and account settlement
* Foreign currency processing
* Night-audit support
* Hotel reservation handling
* Rate-code and package knowledge
* Key-card security control
* Special-occasion arrangements
* Airport and hotel transport coordination
* Guest feedback follow-up
* Shift handover reporting
* Front office logbook management
* Interdepartmental communication
* Guest relations documentation
Why Join Us
This role offers direct exposure to luxury guest relations within Dubai\'s competitive Hospitality market. Managing VIP stays, service recovery, front office transactions, and cross-department coordination can build valuable experience for progression into senior guest relations, front office supervision, club lounge management, or duty management positions.
Eligible employees may receive discounted accommodation rates across Accor properties, access to learning programs through company academies, and opportunities to develop across hotels and brands worldwide. Team members may also participate in environmental and corporate social responsibility initiatives.
About the Company
Accor is an international hospitality group operating hotels, resorts, restaurants, and lifestyle destinations across a broad portfolio of brands. Its properties combine structured service standards, professional learning, career mobility, and guest-focused experiences in markets around the world.
Salary: 3500-5500
Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Relations Officer represents the hotel during some of its most sensitive and visible guest interactions. The role ensures that VIPs and other priority guests receive properly prepared rooms, accurate information, prompt assistance, and thoughtful recognition throughout their stay.
Strong performance supports guest loyalty, protects the hotel\'s luxury service reputation, and prevents small concerns from developing into formal complaints. The position also maintains operational continuity by sharing complete information across departments and shifts.
Key Responsibilities
* Review the daily arrival list and identify VIPs, important guests, groups, functions, and special occasions.
* Coordinate room allocations, amenities, welcome arrangements, and recorded preferences before arrival.
* Prepare registration cards, room keys, welcome drinks, and other check-in materials.
* Reconfirm VIP room status with Housekeeping and Food and Beverage teams.
* Inspect priority rooms after amenities have been placed and report any concern immediately.
* Welcome VIP guests and complete registration professionally and efficiently.
* Escort guests to their rooms while explaining relevant hotel facilities and services.
* Update guest profiles and stay information in the hotel operating system.
* Protect confidential information and follow key-card security controls.
* Arrange flowers, cakes, cards, and suitable amenities for birthdays and anniversaries.
* Coordinate arrival and departure transport with the Lobby Manager and Bell Desk.
* Follow up shuttle-bus movements and provide accurate information to guests.
Throughout each stay, the Guest Relations Officer will maintain appropriate contact without becoming intrusive. Courteous calls, lobby interaction, and careful review of guest feedback should be used to identify service opportunities early.
* Respond promptly to guest requests, questions, and special arrangements.
* Coordinate requests with the responsible department and verify that action has been completed.
* Handle complaints calmly and take practical corrective action within assigned authority.
* Work with the Front Office Manager when a concern requires further investigation or compensation.
* Inform the General Manager about serious or sensitive guest matters when necessary.
* Review daily guest comments and contact guests when direct follow-up could improve satisfaction.
* Record preferences, concerns, and service-recovery actions for future reference.
* Maintain continuous communication with Front Office, Housekeeping, Food and Beverage, and senior management regarding VIP activity.
* Deliver or coordinate guest messages, mail, parcels, and approved items.
* Assist at the information counter, foreign exchange desk, and business centre when assigned.
* Process walk-in and telephone reservations when the reservations section is closed.
* Maintain working knowledge of room rates, packages, market segments, and discounts.
The position also includes front office financial and administrative duties requiring accuracy and accountability.
* Process cashiering activities and guest account settlements.
* Handle foreign currency transactions according to hotel procedures.
* Support night-audit tasks when included in the assigned shift.
* Confirm departure arrangements for the current day and review requirements for the following day.
* Maintain accurate daily guest relations reports and file supporting documents systematically.
* Review the logbook and follow up incomplete requests or outstanding assignments.
* Record unusual incidents and report them promptly to the responsible manager.
* Provide the next shift with a complete handover covering arrivals, departures, complaints, transport, and pending actions.
* Keep the guest relations and front office areas clean, orderly, and ready for service.
* Follow hotel procedures covering accident prevention, fire safety, security, and emergency response.
* Carry out other guest relations or front office duties assigned by management.
Ideal Profile
Applicants should hold a university degree in Hotel Management, Hospitality Management, or a related field. Fresh graduates may be considered, while candidates with at least one year of comparable guest relations or front office experience in a five-star hotel will have an advantage.
This appointment suits someone who notices details before they become problems. The ideal candidate will communicate with warmth, remain composed around demanding or high-profile guests, and coordinate several departments without losing track of deadlines or special requests.
Relevant qualities include:
* Excellent spoken and written communication
* Empathy, patience, and a courteous manner
* Confidence interacting with VIPs and international guests
* Careful attention to names, preferences, room details, and celebrations
* Sound judgment when resolving complaints
* Discretion when handling confidential guest information
* Ability to manage competing priorities during busy arrival periods
* Professional grooming and luxury service awareness
* Willingness to work rotating shifts, weekends, and public holidays
* Reliable follow-through across departmental requests
Skills Set
* VIP arrival preparation
* Guest relations management
* Personalized check-in and check-out
* Hotel property management systems
* Guest profile updating
* Room allocation coordination
* Welcome amenity planning
* VIP room inspection
* Guest escort procedures
* Service recovery
* Complaint resolution
* Cashiering and account settlement
* Foreign currency processing
* Night-audit support
* Hotel reservation handling
* Rate-code and package knowledge
* Key-card security control
* Special-occasion arrangements
* Airport and hotel transport coordination
* Guest feedback follow-up
* Shift handover reporting
* Front office logbook management
* Interdepartmental communication
* Guest relations documentation
Why Join Us
This role offers direct exposure to luxury guest relations within Dubai\'s competitive Hospitality market. Managing VIP stays, service recovery, front office transactions, and cross-department coordination can build valuable experience for progression into senior guest relations, front office supervision, club lounge management, or duty management positions.
Eligible employees may receive discounted accommodation rates across Accor properties, access to learning programs through company academies, and opportunities to develop across hotels and brands worldwide. Team members may also participate in environmental and corporate social responsibility initiatives.
About the Company
Accor is an international hospitality group operating hotels, resorts, restaurants, and lifestyle destinations across a broad portfolio of brands. Its properties combine structured service standards, professional learning, career mobility, and guest-focused experiences in markets around the world.
